Sr General Manager - Operations at WNS Global Services SA

Job Description

• This position is responsible for leading and managing multi-process BPO operations to deliver exceptional service performance, client satisfaction, and operational excellence. This role drives strategic execution, ensures service delivery compliance, and builds a high-performance culture aligned to client and organizational goals.

Key Responsibilities:

Strategic Leadership

• Lead overall service delivery and operational performance for assigned business units and client accounts.
• Develop and execute operational strategies that align with company goals, client requirements, and growth objectives.
• Translate business vision into measurable action plans for teams across sites.
• Identify opportunities for process improvement, automation, and efficiency gains.

Client Relationship Management

• Act as the primary operational contact for key clients.
• Build strong, trust-based partnerships with clients through transparent communication and consistent delivery.
• Anticipate client needs and proactively offer solutions to improve satisfaction and retention.

Operational Delivery & Performance Management

• Ensure achievement of all contractual SLAs/KPIs.
• Oversee workforce management, capacity planning, and forecasting to optimize staffing and costs.
• Monitor process health through dashboards, root-cause analysis, and performance governance.
• Drive continuous improvement initiatives leveraging Lean, Six Sigma, or automation practices.

People Leadership & Development

• Lead large, multi-layered teams.
• Build a culture of accountability, ownership, and service excellence.
• Partner with HR and L&D to improve attrition, engagement, and talent development metrics.
• Coach and mentor next-level leaders for succession readiness.

Financial & Commercial Management

• Own P&L for assigned business units; manage revenue, cost, and profitability targets.
• Review and approve budgets, resource allocation, and cost optimization initiatives.
• Support pricing, contract renewals, and new business transitions in partnership with finance and business development.

Transition & Transformation

• Oversee smooth transitions of new processes or clients into operations.
• Partner with implementation and IT teams to ensure seamless knowledge transfer and ramp-up.
• Drive digital transformation and automation adoption to enhance customer experience and efficiency.

Governance & Compliance

• Ensure compliance with company policies, client requirements, and regulatory standards.
• Maintain operational risk controls and data security protocols.

Qualifications
Qualifications & Experience:

• Bachelor’s degree in Business Administration, Operations Management, or related field
• 12+ years of total BPO / contact center experience with at least 3 years in a senior operational leadership role
• Experience managing multi-client operations preferred
• Domain expertise in Utilities desirable
• Certification in Lean Six Sigma is an advantage

Required Skills & Competencies:

• Strong operational leadership in large-scale BPO / contact center environments
• Proven client management and stakeholder communication skills
• Analytical and data-driven decision-making approach
• Strong understanding of workforce management, quality, and performance metrics
• Exposure to Lean, Six Sigma, or continuous improvement methodologies
• Excellent people management, coaching, and motivational skills
• Financial acumen with P&L management experience
• High adaptability and crisis management ability