Jobs at WNS Global Services

Job Description

Job Purpose and Role

As a Quality Leader in a global, multi-geo Business Process Management (BPM) operation, you will drive quality excellence and business transformation across global span. Leading Six Sigma and Digital Innovation, you’ll foster a culture of continuous improvement, integrate AI and automation, and ensure exceptional client outcomes. This strategic role demands a visionary leader to align quality initiatives with business goals, optimize processes, and empower teams across multiple delivery centers.

• Drive Quality Culture: Champion a culture of excellence, embedding Six Sigma (DMAIC, DMADV, DFSS) and Lean principles to promote best practices and recognize high performance.
• Lead Quality Function Transformation: Spearhead process redesign using Agile, Scrum, and Business Process Reengineering (BPR), integrating RPA, AI, and NLP to enhance efficiency and reduce costs. Work towards integration of AI in the Quality function, automating proactive monitoring and issue resolution to enhance delivery efficiency, reduce costs, and establish a next-gen QA framework.
• Optimize Delivery Processes: Apply Six Sigma methodologies to analyze transactional quality metrics, eliminate waste, and achieve SLA compliance across global operations.
• Harness Business Intelligence: Leverage BI Tools to deliver actionable insights, driving data-informed decisions and operational improvements.
• Ensure Quality Assurance: Oversee SOP development, conduct internal/external audits, and maintain compliance with industry standards.
• Manage Stakeholders: Build trusted client relationships, aligning quality strategies with client needs to boost satisfaction and retention.
• Lead and Mentor Teams: Empower a global quality team, providing Six Sigma training, mentorship, and strategic direction to meet organizational goals.

Qualifications

Skills and Qualifications

• Certifications: Six Sigma Master Black Belt (mandatory); Certified Scrum Master (CSM) or equivalent preferred.
• Experience: 15+ years in customer service/BPM, with 10+ years leading quality or transformation in multi-geo operations.
• Technical Expertise: Proficient in Power BI, Tableau, RPA (e.g., UiPath), and AI/NLP applications; experience with process automation and analytics.
• Analytical Acumen: Strong data analysis skills to derive insights and drive process improvements.
• Leadership: Proven ability to lead diverse teams, manage P&L, and deliver measurable outcomes (e.g., cost savings, efficiency gains).
• Communication: Exceptional interpersonal skills to engage clients and stakeholders effectively.
• Adaptability: Agile mindset to navigate complex, fast-paced environments and manage competing priorities.

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Job Description

• The Real-Time Analyst (RTA) is a key member of our WFM team, responsible for monitoring and managing real-time staffing to ensure we meet our service level targets. The ideal candidate will have a strong understanding of real-time workforce management, excellent analytical skills, and the ability to make on-the-spot decisions to enhance operational efficiency.

Key Responsibilities:

• Real-Time Monitoring: Continuously monitor real-time performance against established service level targets and key performance indicators (KPIs).
• Identify and react to deviations from schedules, including absenteeism, adherence, and unexpected volume fluctuations.
• Schedule Adherence: Track and report on agent schedule adherence, ensuring that employees adhere to their assigned work schedules. Notify supervisors and team leads of any adherence issues and work with them to implement corrective actions.
• Intraday Adjustments: Propose and implement real-time adjustments to staffing, such as breaks, lunches, and shifts, to align with changing call volumes.
• Assist in reassigning agents or reallocating resources to address emerging needs.
• Communication: Maintain effective communication with team leads, supervisors, and the WFM team to ensure everyone is informed of real-time performance and adjustments.
• Proactively inform the management team of any challenges or opportunities for improvement.
• Reporting: Generate and distribute real-time reports on service level performance, adherence, and other relevant metrics.
• Analyze data to identify trends and areas for improvement.
• Tools and Technology: Familiarize yourself with WFM software and tools to make real-time adjustments efficiently.
• Work with IT to ensure that software and tools are up-to-date and aligned with business needs.
• Proficiency in Excel reporting

Qualifications

Qualifications:

• Matric
• Bachelor's degree in a relevant field (e.g., Business, Operations Management, or similar) is preferred.
• Prior experience as a Real-Time Analyst in a contact center or customer service environment is a strong asset.
• Proficiency in using WFM software and real-time monitoring tools.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to handle high-pressure situations and make quick, informed decisions.
• Detail-oriented with a commitment to data accuracy.

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Job Description

• Senior Associate Operations - Accounts Payable/Nightshift (US hours)

Main Purpose:

• Transactional management for clients’ Accounts Payable (AP) function. Responsible for accurately processing, analysing, balancing and reconciling all financially related activities within the specified time frames and Service Level Agreement (SLA) targets.
• Post stabilisation of business operations and implementation of transformation initiatives, the role can evolve from transactional processing to higher-end work including but not restricted to exception handling, problem solving skills and using the latest technology to deliver future results. 

 Key Responsibilities:

• To accurately capture invoices in the accounting systems in order to effect payment on time and accurately to Creditors (check and match orders)
• Check figures against commission schedules for accuracy within specified deadlines
• Ensure invoices are properly authorised in accordance with Delegation of Authority (DOA) and allocate it to correct Vendor & General Ledger accounts on a daily basis
• Attentively and accurately process invoices in Accounts Payable and post batches daily (payment of invoices) as per DOA
• Distribution of remittances to vendors post payment runs
• Vendor reconciliations (reconcile payments and control accounts
• Financial Closing (Month-end, half-year and year-end activities associated with AP function)
• Perform thorough investigations on financial differences
• Initiate adjustments/corrections within control parameters
• Process vendor queries including follow-up to conclude any outstanding items
• Immediate escalation to Team leads to address unresolved issues
• File supporting documentation electronically (logical and available)
• Ensure high levels of customer satisfaction

Compliance to company policies/procedure and reporting timelines

Qualifications

Essential

• Matric/Grade12
• Post Matric qualification in Finance and/or Accounting will be an advantage

Additional Information

• 0 - 1+ years proven Financial or Accounting experience
• Excellent MS Office skills specifically Excel

• Maximo System experience will be an advantage
• Ability to work in a team and across similar functions
• Working in a BPO industry (added advantage)
• Strong numerical skills
• Strong Customer Focus and orientation
• Ability to manage and cope under with high pressure
• Integrity and reliability
• Continuous Business Improvement mind-set
• On Site position

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Job Description

• To lead a team of Sales and Retentions associates in a customer centric and high-performance culture through effective management of people, metrics and projects, with the objective of generating revenue and the retention of business, through continuous improvement.
• Ensure best use of systems and technology to deliver effectively and efficiently. Growth and development of team.
• Responsible for managing a team in the Campaign, managing customer sales end to end, from the initiation of a the sale, through the validation process, to the management of any subsequent queries during sale point.
• Inbound and outbound activities through the journey mentioned above.
• The roles and responsibilities are defined but not limited to the following:
• :Customer retention/Personalized selling
• Proactively manage accounts and behaviours and action accordingly• Account enquiries
• Administration and changes
• Individualized support
• Resolution efficiency support
• Achieving set strategic targets
• Coaching and development of the team
• Achieving set strategic targets

Qualifications

• Minimum 12 months’ contact centre experience as a Team Leader in an operations environment
• Computer literacy (MS Office) at an intermediate level - particularly MS Excel
• Matric

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Job Description

This role is responsible for handling inbound calls, providing accurate information, resolving concerns, and ensuring a positive experience while maintaining compliance with healthcare regulations.

Key Responsibilities

• Answer inbound calls from in a timely and professional manner
• Accurately document calls, interactions, and resolutions in electronic record 
• Resolve concerns, complaints, and service issues while following established protocols
• Escalate complex or sensitive issues to supervisors or appropriate departments when necessary
• Maintain confidentiality and comply with healthcare regulations
• Meet performance metrics such as call quality, accuracy, productivity, and customer satisfaction

Qualifications

• Grade 12

Additional Information

Experience and Attributes

• 18 months+ experience in a call center
• Healthcare experience would be beneficial
• Critical thinking and problem-solving skills
• Excellent verbal English communication with very good call handling skills
• Ability to support US hours and work nightshift