Assistant Manager - Process Training

WNS; Cape Town; On-site; ZAR 150,000 - 190,000; Full time

Job summary

WNS is seeking an Operations Trainer in Cape Town to deliver product and technical training to the assigned operational unit. You will ensure agents and teams possess the tools and skills to achieve optimum delivery and performance.

You will conduct new starter training, refresher sessions, up-skilling and knowledge checks, manage trainees daily, support nesting and BAU, and capture learner records in line with client requirements.

Qualifications

• Grade 12
• 2+ years’ experience in a training role
• Training, coaching and mentoring experience
• Computer literacy at intermediate level (MS Office).

Responsibilities

• Conduct new starter training as well as refresher, up‑skilling and cross‑skill training including knowledge checks and assessments, ensuring support is provided daily.
• Manage a group of trainees on a day‑to‑day basis, including administration of the group and follow‑through.
• Support nesting and BAU, conduct training needs analysis and report on findings.
• Capture learner records in line with client requirements.

Skills

Training

Coaching

Mentoring

Education

Grade 12

Tools

MS Office

Job description

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4,000+ people.

Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development and a structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

Main purpose: The purpose of the Operations Trainer role is to deliver product and technical training to their assigned operational business unit. The role of a learning and development professional is a vital component in ensuring agents and operational teams are equipped with all the necessary tools and skills to achieve ongoing optimum deliverables.

Key responsibilities

• Conduct new starter training as well as refresher, up‑skilling and cross‑skill training including knowledge checks and assessments, ensuring support is provided daily.
• Manage a group of trainees on a day‑to‑day basis, including administration of the group and follow‑through.
• Support nesting and BAU, conduct training needs analysis and report on findings.
• Capture learner records in line with client requirements.

Qualifications & Experience required

Grade 12

2+ years’ experience in a training role

Training, coaching and mentoring experience

Computer literacy at intermediate level (MS Office).

Additional Information

US Night Shift Monday‑Sunday