Jobs at WNS Global Services

Job Description

PROFILE

• Excellent communication and comprehension skills
• Good business writing skills
• Exposure and experience in working with the Airline Market

KEY SKILLS Excellent comprehension skills

• Ability to work with speed & accuracy under pressure
• Effective decision-making skill
• Prioritizing & organizing
• Email writing skills
• Good written communication skills
• Ability to sustain pressure and think strategically to grow the account

Job Description

Operational Management:

• Oversee daily operations and ensure that all processes and services are delivered efficiently and meet client requirements.
• Monitor performance metrics and implement strategies to improve productivity, quality, and client satisfaction
• Ensure adherence to established policies, procedures, and service level agreements (SLAs).2.

Team Leadership and Development:

• Lead, mentor, and develop Operations leaders and staff, fostering a positive and collaborative work environment.
• Conduct regular performance reviews for Senior leadership, provide feedback, and create development plans for team members.

Client Relationship Management:

• Serve as the primary point of contact for clients, addressing any issues or concerns promptly and professionally.
• Build and maintain strong client relationships to ensure long-term satisfaction and retention
• Regularly communicate with clients to provide updates on performance and discuss potential improvements.

Strategic Planning and Execution:

• Develop and implement operational strategies to achieve business goals and drive continuous improvement.
• Collaborate with executive management to set objectives and develop plans to achieve them.
• Identify opportunities for process optimization and cost savings.

Compliance and Risk Management:

• Ensure compliance with all regulatory requirements and internal policies.
• Identify and mitigate operational risks to protect the company and clients.
• Conduct regular audits and implement corrective actions as needed.

Reporting and Analytics:

• Prepare and present regular reports on operational performance, client satisfaction, and financial status
• Utilize data and analytics to identify trends, make informed decisions, and drive improvements.
• Travel domain knowledge required
• Good with MS office
• Client management
• Delivery of Service levels

Qualifications

• Matric - Graduate preferred
• US 24/7 operation shifts
• Experience working in Corporate Travel Accounts
• Experience working on GDS system

Additional Information

• Proven experience in a managerial role at a Senior executive Level/Head of role at least 5 years
• Strong leadership, communication and interpersonal skills.
• Excellent problem solving and decision-making abilities.
• Attention to detail.
• Ability work work with stakeholders at a senior level

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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 experie

Knowledge, Skills and Attributes:

• Leadership
• Change management
• Effective coaching skillsCommercial 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

go to method of application »

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 skillsCommercial 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

go to method of application »

Job Description

JOB PURPOSE

• The purpose of the position described herein is to lead all aspects of operational delivery and growth for our SA Insurance Accounts
• As leader of this Operating unit, you are responsible for all aspects of operational delivery, new and existing campaign growth, commercial delivery, client relationships as well innovation and value add.
• The person in this role is expected to make significant contributions to setting and shaping the SA Insurance Strategy, leading large and diverse teams, and devising innovative ways for us to grow and further our business for the business unit

The following high level responsibilities will be important considerations:

• Leader will be responsible for providing leadership to multiple, diverse and complex accounts and would be responsible for operational excellence to achieve client SLA deliverables.
• The role incumbent would be responsible for the process delivery goals and implementation of the business.
• The role will provide key input to the SA Insurance strategy and execution cross all locations
• The role incumbent will be responsible for delivering the commercial and financial outcomes inherent to the contracts under his or her stewardship.
• A key component of the role is leadership of large teams of professionals, their development and the structure required to deliver excellent BPM services for the largest account.

SENIOR LEADERSHIP – MACRO MEASURES

• All our senior leaders are assessed on outcomes based rating scales that take commercials and leadership behaviors into account. The following dimensions are continuously assessed individually and collectively as we aim to grow our organization:
• 1Operational performance
• 2Sustainable Business Growth
• 3Commercial performance
• 4People leadership
• 5Client relationships
• 6Innovation and value addition

Qualifications

• Graduate
• Proven track record of managing large team
• Preference given to BPM Experience