Senior Group Manager - Operations at WNS Global Services SA

Job Description

WHAT YOU'LL BE RESPONSIBLE FOR

• Operational Delivery
• Deliver Contractual & Commercial
• Performance
• People Management
• Create a High Performing, Highly Engaged Team
• Stakeholder Management
• Build Excellent Relationships, Internally & Externally, at all Levels
• Compliance & Governance
• Ensure Compliance to all Relevant Process & Regulatory Standards
• Innovation
• Drive Continuous Improvement & Create Value

OUR EXPECTATIONS OF YOU

• Senior Contact Centre Manager - Utilities
• Accountability & Responsibility
• As part of the senior management team of Utilities Cape Town, you lead a team of operational leaders.
• You are customer & client facing & strive to deliver excellent customer experience
• You drive continuous improvement experiments through your team & harvest ideas
• You manage costs & profitability through all available commercial levers
• You drive the SBU & Client culture through effective communication, by continuously displaying the SBU habits & behave as a role model leader
• You develop your people through effective coaching, performance management & drive a recognition culture
• You support your operations colleagues to exceed client expectations on all levels at all times
• You have robust & honest performance & behavioural conversations
• You drive compliance in everything you doYou are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalism

HOW WE'LL MEASURE YOU

• LeadershipESAT,
• Absence & Attrition Management
• Stakeholder Management
• Voice of Client, 360 Feedback
• Continuous Improvement
• Invent, Design & Implement Projects that Create Tangible Value
• Compliance
• Meet all Required Compliance Measures both Internally & Externally
• Operational Excellence
• Client KPI Delivery, Commercial Delivery, Cost Management