Latest Jobs at WNS Global Services

Job Description
The purpose of the Snr 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
Qualifications Required:

•         A Matric/Grade 12 Certificate or equivalent

•         Tertiary IT qualification (Required)

•         MSCE / MCITP (Advantage)

•         ITIL Certified (Advantage)

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Job Description

The purpose of the Program Analyst role is to assist the IT manager in maintaining, implementing, and improving IT systems and to take leadership and ownership of customer relationships, and staff management.

 Assistant Manager tasks include but are not limited to:

• Lead and Mentor the Program Analysts and Snr Program Analysts.

• Develop, stimulate and evaluate the analysts growth and guide them toward their career roadmaps.

• Coach and assist Analysts in their relevant responsibility areas.

• Promote team cohesion and ownership. Motivate and inspire the IT team to achieve targets.

• Apply strategic thinking where people, process and technology management is concerned.

• Act as a point of escalation for customers and manage their expectations.

• Manage vendors and ensure their service delivery meets organizational expectations.

• Ensure the alignment of technology and business objectives.

• Keep abreast of latest technology and process improvements with focus on continuous improvement

• Ensure efficient and cost effective BAU support is delivered to the customer in line with the business objectives.

• Attend operations and project meetings to document and relay the information to the rest of the IT team.

• Draft reports on IT Service Delivery and present the data to management.

• Engage frequently with the customer to maintain awareness of customer expectations and service delivery experiences

• Be proactive and review business processes and suggest improvements, Identify opportunities and risks and suggest appropriate action.

• Ensure minimum downtime, proactively identify potential risks and suggest and drive solutions.

• Address all HR related matters including absence, performance and behavior management.

• Ensure that IT staff is appropriately skilled and enabled to carry out their duties efficiently and effectively.

• Continuously evaluate staff performance and behavior and to take the necessary corrective actions where required.

• Provide effective Reporting

• Manage Shift Rosters and staff planning

• Own and maintain asset management for the site

• Ability to adapt to a 24/7 shift rota

• Be able to work after hours when required

Qualifications

Minimum Education Requirements

• Tertiary IT Qualification (Required)

• Management Qualification (Desirable)

• ITIL V3 Certified (Desirable)

Additional Information

Work Experience Requirements

• At least 3  years experience in an IT Team Management Role (Required)

• Broad general knowledge and awareness of the IT landscape (Required)

• Analytical and Practical motivated self starter. (Required)

• Be an IT specialist, but also have an understanding of commercial operations. (Required)

• Good Communicator (Required)

• Reporting (Required)

• Sound understanding of business processes and IT operations (Required)

• Assertiveness (Required)

• Good understanding of the ITIL V3 Framework and implementation thereof (Desirable)

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Job Description

Lead a team of qualified Chartered Accountants and finance professionals in Risk Management and Audit function, to ensure following:

1)  Data collation to determine scope of audit assignments covering internal controls & policy guidelines

2)  Execution of operational audit program in line with the Business Unit’s service delivery requirements

3)  Execution and management of the audit assignments including performing field-work tests, following the audit approach while delivering quality work in line WNS Group standards

4)  Evaluate effectiveness of internal controls and prepare audit reports with value added recommendations for stakeholders

5)  Confirm implementation of audit recommendations within timelines and / or escalate overdue issues pending implementation. Follow-up for implementation of controls for key risks within timelines & escalate overdue issues

6)  Evaluate internal processes / controls and update risk registers

7)  Ensure that the Risk Management and Audit team members are properly supervised and are performing audit / investigatory work with planned approach and within agreed time frames

8)   Liaise with external auditors to co-ordinate and discuss audit assignments, issues and audit observations

9)   Review existing risk framework and recommend changes to risk assessment / review / monitoring methodologies

10)  May need to work during client hours / off work hours during sensitive audits

11)  Role may require travel on audit assignments

Qualifications

Chartered Accountant; Certified Internal Auditor, Certified Management Accountant (CIMA), Certified Fraud Examiner

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Job Description

This role is ideal for a talented, motivated and dynamic Call Centre Team Leader / Assistant Manager that is passionate about leading, motivating, mentoring, coaching and developing a team of Sales and Service Agents to deliver against client and internal business deliverables (KPIs, CBBs and SLAs) in an environment where change is a constant.

 

The Assistant Manager is responsible for creating a positive environment and culture with an engaged team aimed at solving for our internal and external customers by finding suitable solutions. The overall purpose of the campaign is to facilitate the online transaction of UK based customers wanting to trade their vehicles via an online platform.

 

Key Responsibilities Areas:

People

·         To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programmes.

 

Stakeholder Management

·         To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.

 

Analytical

·         To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.

 

Financials

·         To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.

 

Behavioural Traits Required

•       Confident and motivated individual that is results driven

•       Ability to work under pressure in a fast paced changing environment

•       Able to manage customer escalations and complaints

•       Able to manage, motive, mentor, coach and develop a team of up to 17 employees

•       Effectively manage performance of individual team members to deliver against all KPI’s

•       Passionate about employees and customers centricity

•       Resilient under pressure

•       Strong analytical and problem solving skills

•       Solutions orientated and confident in decision making

•       Effective time management

•       A strong team player that works well as a team and individually

•       Able to see the bigger picture

•       Conflict Management and able to handle difficult conversations

•       Employee Engagement

•       Managing Change

•       Strong Planning & Organisational skills

• Great at building individual, team and partner relationships

• A strong sense of ownership and accountability

 

Job-Related Knowledge, Competencies & Skills Required

·         HR Process Knowledge

·         Stakeholder Management

·         Report writing

·         Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)

·         Management skills

·         Good understanding of the BPO industry

 

Qualifications

Essential

•       Matric / Grade 12 or equivalent, with English and Mathematics

Preferred

•       A relevant tertiary qualification an advantage

Experience Required:

Essential

•       Proven track record of delivering against client, customer and business outcomes. 

•       Minimum of 2 Years management experience working in a fast paced in and/or in/outbound sales and customer service contact centre environment

Preferred

•       Experience managing Omni-channel sales and customer operations

•       2+ Years’ experience working within a BPO contact centre

•       Relevant working experience with UK customers in a contact centre environment an advantage

Additional Information

Must be able to work flexible hours in line with UK client / business requirements

Must be able to work South AFrican Public Holidays