Latest Jobs at WNS Global Services SA

Job Description

• Finance and Administration, and Information Technology (IT) to ensure success
• Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency
• Conduct regular staff meetings to discuss the account’s status and progress keeping the management team abreast with the latest developments
• Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service
• Work with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships
• Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees
• Perform other duties and responsibilities that may be assigned from time to time
• Envision the program’s future and implement plans, strategies and policies to guide and direct employees to achieve it
• Supervise and coordinate the program’s operations and make sure employees have the resources needed to do their jobs
• Establishing organizational compliance and control standards to ensure company staff follow ethical business practices
• Building the program and company image through effective and progressive interaction with clients and other departments
• Establish and maintain operational performance metrics based on identified service level agreements

Qualifications

• Minimum requirement of at least 3 years with relevant experience as an Assistant Manager
• Minimum requirement of at least 1 year with relevant experience as a Deputy Manager Travel Experience

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Job Description

• Direct and constantly improve Operations to ensure customer satisfaction, and improved chat efficiency
• Meet, if not exceed all service levels through effective planning and forecasting
• Coach, mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress
• Synergize with other departments namely: Human Resources (HR), Training and Quality Assurance (TQA), Workforce (WFM), Finance and Administration, and Information Technology (IT) to ensure success
• Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency
• Conduct regular staff meetings to discuss the account’s status and progress keeping the management team abreast with the latest developments
• Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service
• Work with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships
• Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees
• Perform other duties and responsibilities that may be assigned from time to time
• Envision the program’s future and implement plans, strategies and policies to guide and direct employees to achieve it
• Supervise and coordinate the program’s operations and make sure employees have the resources needed to do their jobs
• Establishing organizational compliance and control standards to ensure company staff follow ethical business practices
• Building the program and company image through effective and progressive interaction with clients and other departments
• Establish and maintain operational performance metrics based on identified service level agreements
• Process improvement initiative for the account in line with company's goals and objectives
• Create an executable framework for people development at all levels to create a pool of resources ready to take on new roles, challenges and responsibilities
• Adherence to all company-related compliance details
• Proactive communication and early engagement with new hire employees, and ensure overall employee satisfaction for the span'

Qualifications

• Minimum requirement of at least 2 years with relevant experience as a Group Manager
• Experience managing large teams (80-100) in an operations or account manager role in a complex, high-stress, target driven process and client facing environment'

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Job Description
Senior Group Manager: HR Shared Services

HRSS, HR Admin IC & CSR Manager – Job Responsibility

• Team Management – HRSS, HR ADMIN IC & CSR
• Onboarding Management – Click boarding, Employee UID Creation, Offer loading for Band A after audit, Employee redeployment.
• Employee Administration – UIF documents (UI19, Salary Schedule & certificate of Service ), Confirmation of employment, Maternity & Paternity Agreement, Fed Group & My Health, Medial Aid and Pension, Visa Invitation Letters.
• Filing Administration – Employee file hard in strong room & electronic on CB, Recruitment file and NSP for new joiners.
• Process Management – Induction, Legal Entity Change, Promotion, Monthly new Hire payroll, Data sync of all UID data. Internal Movers, E Exit, Probation letters. All change management in  employee lifecycle –(Location, hour. Manager, title CC)
• HRSS Reporting – ROT tracker, Foreign National tracker, Disability Tracker, Maternity tracker, New Hire Tracker, MIE Audit Tracker, Exit Tracker, My Healthy monthly tracker, EAP Billing.
• HR Audit – HR E&Y Audit, SOC payroll Audit, Infosec HR Audit, HRSS Department Audit, DTI Audit, Recruitment MIE audit, Self-Audit of EAP/ Discovery MA and My health. Data deletion of ex-employee for more than 5 year annually
• BBBEE Audit – for 3 entity with all element holder (GS / SA/ Ucademy)
• ESOP Administration – with central legal team Scheme C, set up AGM with central team.
• HR Adhoc Projects – System Implementation, adaption of new process and implementation of new systems. Adaptation of system, driving change – Tydy, CB, LOC Vybe.
• Vendor Management – Empowerdex Auditors, My Health, Fed Group, MIE Vendors, NMG Brokers, Beta plus Brokers, Kaelo Clinic, E&Y Auditors.
• Various HR training (SR/ NEO/ HR/ CB) in the business to coordinate with the various operations stake holders.
• CSR – Budget planning with CSR spoc, Support and present in all monthly CSR activity. Approvals for budget with head of central finance.
• IC – Support the team in all business communication distribution and adhoc projects with employee engagement. Immersion Day.
• HRSS system procedure manual, attend to HR system and process related queries.

Qualifications

• Matric, preference Bachelors Degree - Admin

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Job Description

• Quality Assurance within Insurance
• Evaluates quality of service, regulatory compliance and adherence to established procedures.
• Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer#s journey.
• Contributes to benchmark audits and targeted reviews.
• Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling.
• Partners with leadership to identify targeted audit needs for individual sites or teams.
• Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders.
• Consults with business to identify top opportunities and recommends actions to improve work product and business results.
• Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed.
• Provides technical assistance to the business with auditing tools, or other applicable technology, and provides suggestions on audits completed by supervisors and other reviewers.
• Organizes and obtains pertinent data, communicates expectations to peers
• Analyzes audit data and assembles audit summary reports for leadership distribution. Participates in audit
• Completes secondary reviews of peer audits to ensure internal consistency of work.
• Performs other duties as assigned.

Qualifications

• Matric
• Strong verbal communication and listening skills as well as demonstrated written communication skills.
• Demonstrated analytical skills.
• Ability to influence internal and/or external constituents.
• Demonstrated ability to maintain confidential information
• Maintains a high degree of professionalism.
• Demonstrates a high commitment to quality.
• Excellent collaboration and team building skills.
• Develops and delivers effective presentations.
• Ability to build strong customer relationships and influence decision making at various levels of leadership.
• Experience working on US insurance preferred

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Job Description

• Manage team performance
• Provide effective coaching and constructive feedback to subordinates
• Take customer service and escalation when neededHolds team huddle/coaching session/goal-setting/one on one as needed/required
• Handles escalated requests and researches answers posted by associates to ensure customer satisfaction
• Reviews and analyzes performance data, creates action plans and monitors execution to ensure goals are met
• Holds regular check-in meetings with the client to keep them informed of the trends, changes and development within the team
• Facilitates learning sessions to enhance associate technical and communication skills
• Performs administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards and other ad hoc tasks

Qualifications

• Minimum requirement of at least 1 year with relevant experience as a Team Leader
• Travel Experience

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Job Description

• To ensure professional, polite, friendly, and efficient service is always offered
• To conduct Quality assessments on advisors
• To conduct Quality audits on advisors
• To conduct compliance checks to meet SLA’s
• To administer calibration sessions with all relevant stakeholders
• To conduct audits upon request and provide managers with the necessary feedback.
• Meeting the quality operational standards.
• To conduct meetings with team leaders and advisor’s monthly
• To ensure that all advisors and team leaders receive the required number of evaluations each month.
• To mentor advisors when necessary
• Calculate a monthly quality score and compliance score
• Manage and handle internal and external escalations
• Create, maintain or update business intelligence tools, databases, dashboards, systems, or methods.
• Manage timely flow of business intelligence information to users.
• Maintain library of model documents, templates, or other reusable knowledge assets.
• Synthesize current business intelligence or trend data to support recommendations for action.
• Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders
• Assure compliance requirements are met and implement solutions to prevent non-compliance
• Attend Meetings with operations team and/ or client to report on QA analysis
• Collect data on processes in preparation for analysis to determine areas of improvement
• Conduct analysis based on consolidated data to enhance process improvements
• Ensure accurate data capturing
• Conduct spot checks on quality assessments to ensure alignment between the various stakeholders

Qualifications

• Grade12

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Job Description

• Responsibilities include but are not limited to the following:
• Provide Energy Industry SME guidance to Agents to enable the progression of live complaints moving through the complaints process.
• Lead focus sessions on common processes/ themes that need further clarification within the team.
• Support analysis on complaints to understand why they may have been reopened or escalated to Ombudsman.
• Provide feedback to Agents on call quality and quality fail points.
• Provide inputs to discussions on root cause analysis for common fails within the teams and undertake deep dives into common fail areas.
• Provide feedback on process, procedure, policy and performance improvements within team and wider operation.
• Helps manage day to day functions, mainly including handling of personnel related issues, managing metrics and team performance

The below is additional responsibilities- ONLY when required of you.

• Conduct new starter training as well as refresher, up-skilling and cross skill training including knowledge checks and assessments and ensuring support is provided daily.
• Managing a group of trainees on a day to day basis including the administration of the group and follow through
• Supporting in nesting and BAU and conducting and reporting on training needs analysis
• Training Delivery: Conduct new starter training as well as refresher, up-skilling and cross skilling training;
• Assessment: Assessments must be completed for all training events;
• Remedial support must be provided to all delegates prior to re-assessment;
• Administration: Capture learner records in line with Ucademy requirements:
• Complete Annual Training Reports; Complete delegate attendance registers;
• Update operational skills matrix.

Knowledge, skills and attributes required:

• High proficiency in delivering impact training and facilitation;
• Strong planning, organizing and time management skills;
• High proficiency in verbal & written English;
• Strong communication and interpersonal skills;
• High attention to detail and accuracy;
• Exceptional administrative skills;
• The ability to work within a team;
• Self-motivated;
• Self-manageable;
• Strong customer service orientation
• Proactive.

Qualifications
Role/Skills Requirements:

• Extensive experience in working in a customer care, contact centre environment in the Utilities sector.
• Previous and extensive experience of being an SME in a Utilities contact centre environment.
• Demonstratable experience and knowledge of Utilities customer complaints, experience in SMART metering is essential.
• A willingness to cross skill on other workstreams as business needs dictate.
• Outstanding communication and stakeholder management skills.
• Proven ability to deliver coaching / training sessions.
• Ability to manage customer calls and client escalations as needed.
• Ability to troubleshoot and fix technical issues within complaint

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Job Description
Group Manager: Recruitment

• The Group Manager in Recruitment is responsible for ensuring that the recruitment requirements met for the bulk department.
• Supervising the recruitment team, recruiters, screeners and assessors
• Manage the numbers that are recruited daily
• Ensure that the recruitment process is followed and ensure that the system, Smart Recruiter is used properly
• Ensure that the recruiters meet the deadline in submitting the candidates to the admin team on time to allow for audit and offers
• Manage internal stake holders
• Manage the end to end process and candidate experience
• Assist in candidate attraction strategy
• Managing the Applicant Tracking System, Smart Recruit
• Ensuring accurate and up-to-date records of all candidates.
• Monitoring key recruitment metrics to identify areas for improvement and optimize the recruitment process.

Skills and Qualifications:

• Strong Leadership and Management Skills: Ability to lead, motivate, and guide the recruitment team
• Excellent Communication and Interpersonal Skills: Ability to effectively communicate with candidates, hiring managers, and team members.
• Experience with WNS Neo and people soft systems
• Clear understanding of WNS policies and procedures
• Prior experience in recruitment would be an advantage

Qualifications

• Matric / Relevant HR Qualification