Fresh Vacancies at WNS Global Services SA

Job Description

The purpose of the role is to develop and manage the implementation of the Strategic Business Units learning and development strategy. Manage and govern the operational training function and team for allocated business units.  Contribute towards effective talent development across the business unit. Effectively build and manage client relationships, consulting and delivery on training solutions. Manage service level agreements and operational training outcome achievement. Build a supportive and effective learning environment to facilitation transfer of learning and performance impact

Key Responsibility Areas

• Operational training and talent development business partnering
• Operations training team management, leadership and development
• Business Unit learning strategy and management of delivery of aligned training
• Management of the operationalization of training
• Business alignment and evaluation of training
• Create blended learning solutions using existing learning courses and resources. 
• Learning and development quality management and reporting
• Learning governance and compliance
• Training Business impact measurement and continual improvement
• Overseeing learning environment, coaching and mentoring processes

Qualifications

• National Certificate / Diploma in OD ETDP, Human Resources, Learning & Development, Business Administration, Operations Management or similar
• Degree in Human Resources, Learning & Development, Business Administration, Psychology or Industrial Psychology, Operations/Performance management would be beneficial
• Minimum 7 years’ experience in a managerial role in operations management training and or Learning and Development Leader in an operational or business delivery environment
• Learning/training Programme Design, Development and delivery experience
• Experience working in a multi-disciplinary team across multiple stakeholders
• Skills development needs analysis, design, facilitation, management/leadership experience
• Computer literacy (MS Office) at an intermediate to advanced level - particularly MS Excel  MS Word and MS PowerPoint

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Job Description

The purpose of the Program Analyst role is to reactively and proactively support and maintain the IT Desktop Services & infrastructure through effective incident management, fault diagnosis, repair, preventative maintenance and daily service tasks. This role requires working shifts on a 24/7 rotation to support various customers.

These tasks include but are not limited to:

• Maintaining and supporting the WNS business applications, and ensuring the reliability, availability and sustainability of information and communication resources. 
• Ensure that tickets are kept updated and incidents are managed, prioritized and escalated efficiently. 
• Installation, diagnosis, maintenance and repair of PC hardware, Telephony and related hardware as per business requirements 
• Ensure minimum downtime, proactively identify potential risks and suggest and drive solutions. 
• Respond to the business incidents and problems and escalate incidents when required. 
• Responsible for providing desktop support services to all departments and desktop users related to the operation of computer hardware, software and telecommunications 
• Respond, Diagnose and repair system faults within agreed SLA’s 
• Ensure tasks are completed to a high standard and to agreed timescales 
• Ensure that incidents are escalated accordingly and efficiently to the Tier 3 IT Support Team. 
• VoIP phone configuration and support 
• Ensure availability of the organizations VOIP/ Video Conference facilities and ensure it is tested daily and fully 
• Willing to work shifts on a 24/7 rotation 
• Willing to work after hours if required

Qualifications

• IT Qualification
• Grade 12 minimum

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Job Description

To ensure the accurate issuing of appropriate preauthorisations that meets the requirements of clinical appropriateness, medical necessity and clinical risk management

Qualifications

• A formal nursing qualification and registration/enrolment with SANC or a formal healthcare professional qualification( Registered / Enrolled Nurse).

Additional Information

• A minimum of 23 years experience in a general medical and general surgical ward. At least 1 of these years at a Private institution.
• Trauma/ER experience will be an advantage. Previous Managed Healthcare experience in a call centre environment will be to your advantage.

Client service delivery and quality

• Follow procedures and cooperate with peers and leader for best possible service delivery

Compliance and Risk Management

• Defined legal, statutory and regulatory compliance is maintained at the required standards
• Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary

Financial Management

• Contribute to cost savings within the department to assist with financial goals and targets

Operating Model

• Authorise hospital authorisation requests by applying coding principles, scheme rules and benefits, and managed care policies and processes  Capture accurate preauthorisation data on the system Correctly escalate complex clinical call
•  Meet delivery objectives through working with other team members  within and linked to the department / project
•  Resolve operational performance variations and problems and escalate unresolved issues to higher levels
•  Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery

Operational Implementation of Strategy

•  Keep up to date with operational changes implemented in response to important external influences
•  Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
•  Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement

Operational Leadership

• Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
• Engage in development, coaching and mentoring
• Support transformation through valuing diversity
• Behave in alignment with the Afrocentric values

Stakeholder Management

• Educate and assist member by providing relevant clinical information to access the correct clinical benefits  Consult member's health care professional to make informed clinical decisions and manage financial risk
•  Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
•  Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buyin

Competency Requirements:

Knowledge

• Advise on best practice health risk solutions to relevant parties
• Application of clinical intervention principles
• Understanding of Call Centre technology
• Knowledge of scheme rules and contractual negotiations
• Knowledge and application of relevant legislation
• Knowledge and application of processes and procedures
• Knowledge and application of dispensing of meds, surgical material & procedures
• Application of financial and risk assessment methodology

Skill

• Attention to Accuracy and Detail
• Ability to negotiate and influence
• Relevant systems knowledge and application
• Problem solving and decision making skills
• Customer Focus
• Task Management
• Computer Technology Skills
• Communication Skills
• Business Writing Skills
• Numerical Ability

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Main purpose

The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly.                                                                                                                       

Key responsibilities:

• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact
• Identify and understand customer needs in order to provide a consistently high quality service
• Effectively promote the client’s products and enhance customer experience and loyalty
• Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
• Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
• Ensure action is taken to increase customer retention, loyalty and build a credible reputation
• Operate customer related information systems to the required standard maintaining accurate and secure records
• Understand and adhere to the company and department standards, policies and  procedures
• Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed
• Customer service
• Pro-active problem solving and decision-making skills
• Goal orientated
• High stress tolerance
• Team work
• Adapt to change quickly, in a fast-paced environment

Qualifications

• Matric/Grade 12

Experience Required

• 6 - 12 months or more solid experience as a customer services advisor 
• International call center experience advantageous

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Job Purpose / Summary

The Senior Purchasing Officer is a member of a client dedicated procurement service delivery team responsible for assisting category managers (client or WNS) with category planning and strategy development, benchmarking, collecting market intelligence, managing stakeholders, and developing project pipelines. He or she will lead the client’s defined strategic sourcing execution process, including building cost models, designing and launching of RFIs/RFPs, evaluating bids, planning and executing negotiation strategies, and making award recommendations. Additionally, this role is responsible for drafting and negotiating contracts and managing supplier relationships. A successful candidate will drive year over year savings while ensuring quality and service level requirements are met.

This role frequently interacts with senior members of the client’s organization, so he or she must have excellent communication skills and be comfortable leading and participating in discussions across levels and cultures.

In addition to strategic sourcing responsibilities, this role may have people management responsibilities for up to 6 team members of various levels ranging from analyst to associate across functions such as sourcing execution, contracting, supplier relationship management, and procurement operations. He or she is also responsible for creating a positive work environment and fostering cross-functional and cross-regional collaboration.

Qualifications

Key Responsibilities / Job Duties

• Developing and executing sourcing strategies through the use of the client’s strategic sourcing process
• Identifying cost savings through negotiations, event driven activities, and alternate sourcing strategies to achieve assigned cost saving goals
• Leading commercial negotiations and drafting contracts
• Supporting category managers in managing overall supplier relationships, including supplier performance, capability development, risk mitigation, cost savings, and quality improvements
• If applicable, managing the team’s objective setting, performance, career growth, training, and competency development
• Acting as the escalation point for the source to contract (S2C) team, communicating and resolving operational issues, and escalating to the Regional Delivery Lead or Category Manager as necessary

Knowledge, Skills and Abilities

• Expertise in direct spend categories specifically with automotive components is a must (e.g. electronic, chassis, engine, body, etc.). including understanding external market dynamics, top suppliers, market trends and highlights, and procurement strategies
• Deep understanding of strategic sourcing methods and approaches and an ability to apply various concepts to category-level activities at the client
• Ability to determine the appropriate procurement strategy for assigned categories and business requirements
• Ability to draft simple to complex contractual agreements
• Excellent written and verbal communication and presentation skills
• Excellent problem-solving skills and the ability to provide custom solutions to address the client’s challenges
• Ability to manage and prioritize multiple projects and initiatives simultaneously
• Strong leadership skills, including ability to motivate and manage people
• Proficiency using Microsoft Office tools such as Excel, Word and PowerPoint

Additional Information

Required Education and Experience

• Relevant tertiary qualification
• 5+ years of work experience in contracts, negotiations, procurement, or sourcing
• 5+ years of experience with strategic sourcing or supporting a sourcing organization
• Expertise in direct spend categories specifically with automotive components is a must (e.g. electronic, chassis, engine, body, etc.).

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Job Description

• Leading meetings with team members to discuss team performance and work plans for upcoming months.
• Training new employees on company policies and procedures to ensure they are knowledgeable about their jobs.
• Monitoring employee performance to ensure that they are meeting goals and upholding company standards.
• Managing employee attendance to ensure that all staff members are at work on time and working efficiently throughout their shifts.
• Ensuring that all customer issues are resolved in a timely manner and that customers are satisfied with the service they receive.
• Reviewing call logs and evaluating call quality to identify areas for improvement.
• Communicating with clients to schedule appointments and answer questions about products and services.
• Fostering a positive work environment by encouraging team members to work together effectively.
• Establishing and enforcing policies and procedures to ensure that the call center is running efficiently

Qualifications

• Matric

Additional Information

• Airline/Aviation experience
• Night shift (24/7 rotational)

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Job Description

To deliver effective solutions for customers to enable smooth transitions. High performance individuals, with exceptional communication and analytical skills, to provide our client’s customers with a first class service experience in a contact Centre environment.

Qualifications

Essential

• Above-average proficiency in English .(a neutral accent is preferred as customers are businesses based in the UK)
• 1-2 years’ experience working in an  customer support environment with  relevant working experience in a similar role for UK Utilities campaign, within a multi-channel (Voice, Correspondence and Email) customer service /contact center environment is essential/Preferred.
• Prior customer service and/or collections experience with international clients (especially with the UK)
• High proficiency in verbal & written English )
• Sound interpersonal skills A high level of proficiency in Microsoft Word, Excel & Outlook, together with the ability to navigate between multiple screens High attention to detail and accuracy Exceptional administrative skills, with sound follow-through after contact with customers
• The ability to prioritize and manage work flow- analyze, validate and interpret data/reports- resolve conflict situations amicably - solve problems - multi-task, work under pressure and cope with high volumes of work.

Additional Information

• Must have a valid grade 12.
• Back verification checks will be conducted for successful candidates.

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Job Description

Execute Master Data Management processing responsibilities within WNS’ contracted scope of work. Perform day-to-day MDM processing responsibilities within following Performance Measurement dimensions (Business as Usual competencies):

Achieve monthly accuracy score of 99.5% for all individual MDM processing tasks performedb. Achieve monthly TAT score of 100% for individual processingc. Drive MDM Knowledge Management through scheduled/ad hoc training interventions with Telkom internal and external stakeholders/User groups/Suppliers. Zero instance of repeat processing error (identical error type) during a rolling quartere. Not more than 1 escalation during a rolling quarter.

Additional Responsibilities and competencies (Above and Beyond):

• Refresh of Process SOPs/WIMs/Process Checklists with all recent process changes – once in every quarterb.
• Challenge existing MDM Process design, practices, and templates with a view to drive automation and continuous improvementc.
• Excellent written and verbal communication skills with a flair for training and coaching Telkom Business/End User/Sourcing stakeholders, as well as Telkom Suppliersd.
• Solid understanding of Preferential Procurement strategies and B-BBEE regulations to be able to drive optimum spend with preferred supplierse.
• Active participation in Community of Practice (CoP) sessions – from building of content and delivering process training to Telkom Sourcing/End User Community; once every quarterf.
• Ideate and implement 1 Process Improvement / Automation / Re-engineering initiative (E2E) bi-annuallyg. Uptake 2 Adhoc Reporting tasks within MDM function (currently performed by Grp Mgr.)

Qualifications

• Qualifications RequiredEssential
• Relevant high school / graduate degree Preferred
• Procurement and/or Supply Chain Certification
• Process improvement certification (Six Sigma/PMP)

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Job Description

Operations team Productivity:

• Implementation of the productivity tracker across all teams
• Productivity increase resulting in FTE reduction
• Capacity utilization
• Team Quality transition
• Smooth transition of payroll for any new business/process in conjunction with the clients of WNS
• Well Managed – Operational Effectiveness
• Automating reports/development of templates and detailed analysis of requirements to the clients
• Streamlined in house metrics reporting without delays to clients
• Client STD and Ad hoc reports sent without delays
• Innovation of reports contributing to client delight
• Payroll activities followed as per calendar
• Well managed – operations excellence• SOP and processes to be documented, signed of and implemented BI annually
• Conduct daily agile meetings and a monthly team meeting
• Monthly payroll run – knowledge and complete understanding off all transactions, files, reports, system impact.
• Be able to trouble shoot, amend and align to ensure a balanced completed payroll per timelines, monthly.
• Client engagement• One on one to be held with all reports once a month – people management
• Client complaints/errors• Monthly MBR and finance reporting
• Payroll
• IRP 5 – testing, submissions, reconciliations, queries, amendments, and knowledge and understanding of SARS BRS
• Master data validations
• Monthly payroll run – full knowledge and understanding off the process
• SAP system testing,
• Annual increments – calculations, package structuring, uploads
• Payroll Products and services
• Have knowledge and be able to execute:
• IRP 5 – testing, submissions, reconciliations, queries, amendments, and knowledge and understanding of SARS BRS
• Master data validations, Monthly payroll run – full knowledge and understanding off the process
• SAP system testing,
• Annual increments – calculations, package structuring, uploads
• Bulk uploads and reconciliations - TOMS, EUD, Petrol 80/20, exits, shares, performance pay, incentives and off cycle payments
• Severance pay calculations and uploads• Retirement gifts, leave cash out
• Daily cash flow and off cycle payments
• Salary recalls and credit reconciliations
• UIF – reconciliation and declaration submissions
• Pension fund – handle queries, option calculations and tax benefit calculations
• Payslips – query handling and knowledge of all items reflecting on the payslip. Progressive totals and payroll results
• Provident fund – reconciliation
• Interfaces – External/Internal upload compile and reconciliation
• Salary calculations – manual and previous year calculations
• Emergency loans/ Staff debt – create, clear and documentation resolution
• Medical – payment submissions, monthly in-service audit report, yearly special dependent audit, annual option changes and contribution increments

Qualifications

• Relevant Degree in HR/Payroll/Finance or equal qualification
• Matric/ Grade 12 Certificate
• SAP working experience of at least 3 years
• Financial working experience
• Team management
• IRP 5 preparation and submission knowledge
• Legislation and tax knowledge
• Payroll execution knowledge on SAP Preferred
• Microsoft (word, excel, power point, outlook working knowledge)
• Behavioural Traits Required 
• Positive attitude
• Team play
• Job-Related Knowledge,

Competencies & Skills Required

• SAP working knowledge. (Payroll, HR, Time Management)
• SAP payroll execution and IRP 5 reconciliation and submission knowledge
• Team management
• Knowledge of tax and labour legislation
• Strategy, planning, customer focus, decision making, driving vision and develop people Analytical skills, sound time management and punctuality
• Communication skills 
• Work under stress and deadline driven
• Other Specific Requirements• Innovative• Problem solving• Crises Management

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Job Description

Primary Job Duties & Responsibilities

• Assess customer situations to provide quotes, policy inquiries and changes, billing questions, and technical support.
• Review and resolve policy cancellations, reinstatements, and service-related complaints.
• Act as expert for multiple online billing systems and agency portal website to provide proactive agency and customer support.
• De-escalate customer and agent concerns to resolve conflicts and build a deeper level of trust with our customers and agents.
• Use judgement when identifying new business opportunities driven by customer or agent requests.
• Track and document customer account interactions.
• Other duties as assigned.

Job Specific Technical Skills & Competencies

• Strong customer service skills.
• Excellent communication skills with the ability to actively listen and empathize.
• Ability to leverage math and analytical skills to assist with billing inquiries.
• Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers’ needs and concerns.
• Graduate in the finacial sector
• Prior customer service and/or call center experience a plus

Qualifications

Minimum Requirements

• Matric/Grade 12
• Minimum 2 - 4 year of working experience in a contact centre environment, preferable within Finance / Insurance / Utilities / Hospitality and Complaints handling
• International contact centre experience
• Credit & Criminal Clear

Behavioural Traits Required

• High degree of patience and assertiveness with excellent rapport-building skills
• Positively contribute and lead in team activities
• Takes pride in work, checking own for quality i.e. Lead by example
• Maintains effective time management
• Have a positive attitude and the ability to influence and motivate others
• Effective emotional intelligence (EQ)
• Team player
• Flexible
• Self-Motivated

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Job Description

This client is home to the world’s leading online luxury, fashion, and style destinations. Through their multi-brand online stores they have over 20 years’ experience in transforming the way the world shops. They deliver a personalized and localized online experience for customers and brand partners at every stage of the luxury shopping journey. Their online stores connect more than 5.3 million customers to the world’s most coveted brands and exciting new names through expertly curated products and inspiring content.

WNS will assist in delivering impeccable customer experience, through voice, chat and email channels to ensure customers remain loyal to the brand, use social media to share their experiences, and to increase revenue to their business

Qualifications

• Minimum requirement of at least a good Grade 12
• UK call center experience advantageous
• 1 – 2 years of Contact Center Experience 

Retail experience will be considered 

• Experience if the fashion industry with high end brands
• Excellent communications skills: clear and neutral accent
• Your language proficiency level means you can speak, listen and write fluently and independently
• You can work collaboratively in a global team using your brilliant communication skills for greater good
• You can resolve challenging situations
• You are able to maintain a friendly, warm and professional tone of voice during all interactions with customers
• You articulate the concept of luxury in every customer interaction by using formal, positive, and professional language.
• You can ask relevant probing questions to understand customer's needs: knowledge of open and closed questions differences and investigation process
• You can empathize with the customer’s problem/needs: acknowledgment and genuine interest in customers
• You can proactively provide solutions in a timely manner and spot potential issues before they escalate
• You are adept at client relationship building and able to deliver a personalized, impeccable customer service
• You are emotionally intelligent and can empathize and adapt accordingly to appreciate different perspectives
• You always put the customer first and priorities the need of the customer
• You can manage and proactively de-escalate difficult situation
• You are proficient with a desktop computer, Microsoft Word and Outlook
• You have strong IT literacy and an understanding of the digital world
• You multi-task to meet time-critical SLA's in today's dynamic retail environment

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Job Description

• You will be fully responsible to manage the end to end Operations for our new Retail Client.
• Your duties will include, but not be limited to the following:
• Achieve and exceed all client KPI’s and manage the day to day relationship with the client.
• Achieve the Operations Financial Targets
• Ensuring you have a happy workforce.
• Team development and succession.
• Governance and compliance.

Qualifications

Minimum Requirements:

Essential 

• Matric/Grade 12 Certificate

Preferred 

• Tertiary qualification in Contact Centre Management or similar 
• Continuous Improvement E.g., Lean Six Sigma certification

Experience Required

Essential 

• Minimum 5 years' experience as a large contact center manager 
• Thorough knowledge of contact center technology 
• Computer literacy (MS Office) at advanced level (word, excel, PowerPoint)

Preferred 

• Proven ability in managing a high performing environment in sales and/or retentions 
• Contact Centre Leadership 
• People management 
• Stakeholder management 
• Report writing and report presentation 
• Retail Contact Centre Experience