Senior Group Manager at WNS Global Services

Job Description

• The main purpose of this position as part of the senior management is to lead a team with specialist function. You are customer & client facing & strive to deliver excellent customer experience. You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.

Key Responsibilities

•          Lead a team of operational leaders
•          Deliver contractual and commercial performance through cost and profitability management
•          Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition
•          Build excellent relationships both internally and externally at all levels
•          Ensure compliance to all relevant process and regulatory standards
•          Control and minimise costs
•          Drive continuous improvement and create value by delivering excellent customer experience

Knowledge, Skills and Attributes:

•          Leadership
•          Change management
•          Effective coaching skills
•          Commercial acumen
•          Planning and organizational skills
•          MS Office at an advanced level

Qualifications

•          Grade 12/Matric
•          Proven track record of 5 years’ experience as senior operations manager
•          Experience in a contact center/BPO environment
•          Insurance industry experience essential