Director - Transitions

WNS; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

WNS in Cape Town is seeking a dynamic Project Manager to lead complex transition initiatives, coordinating with clients and internal teams to ensure smooth delivery. You will drive planning, risk and issue management, and milestones while identifying efficiency gains across multiple projects.

The role entails mentoring teams, maintaining strong client relationships, and delivering clear, actionable reporting from go-live.

Qualifications

• Excellent project management skills across multiple project types, complexities and geographies.
• Self-starter with strong organizational, presentation and interpersonal abilities.
• Strong CRM skills and experience working in BPO environments.

Responsibilities

• Thorough project planning and reporting to clients, internal stakeholders and transition leaders.
• Proactive project review – risk, issue, escalation and milestone management.
• Identify areas for efficiency improvement and implement them.
• Build rapport with key internal stakeholders and clients.
• Manage project escalations and conflicts in projects.
• Mentor and coach direct reports for development.
• Focus on transition outcomes: project financials, balance of risk and speed.
• Understand client needs and manage expectations effectively.
• Set up metric deliverables and reporting for day-one go-live visibility.
• Lead multiple initiatives/concurrent projects; contribute to compliance and continuous improvement of the WNS Transition Methodology.
• Respond to RFI/RFPs with the solutions team.
• Take on additional responsibilities in the transition function (e.g., capability building).
• Ability to work shifts.

Skills

Project management

CRM skills

Stakeholder management

Analytical skills

Time management

Communication skills

Cross-functional teamwork

Education

Matric

Tools

CRM software

MS Office

Job description

Job Description

• Thorough project planning and reporting to clients, internal stakeholders and transition leaders
• Thorough and proactive project review – Risk, Issue, escalation and milestone management
• Identify areas for efficiency improvement and implementing the same
• Build close rapport with key internal stakeholders and clients
• Manage project escalations and conflicts in projects
• Mentor and coach direct reports to aid in their development
• Strong focus on positive transition outcomes: Project Financials (people, technology, infrastructure, etc.) - balance risks with speed of execution
• Customer Experience – understand client needs, wants and expectations and manage them effectively
• Metrics Delivery – Set up metric deliverables and reporting effectively to ensure visibility and achievement of goals from day 1 of go-live
• Required to lead multiple initiatives / projects concurrently (where applicable) Compliance and continuous improvement to the WNS Transition Methodology
• Respond to RFI/RFPs along with the solutions team
• Able to take on additional responsibilities in the transition function (e.g. capability building)

Qualifications

• Matric
• Excellent project management skills applied to wide range and number of project types, complexities, domains and geographies
• Self-starter, independent, initiator, strong organizational, presentation, interpersonal and consultative skills is a must
• Strong CRM skills
• Deep understanding of the different aspects of BPO business – QA, MIS, SLA, Base-lining, etc
• PMP or other project management certification is a plus
• Knowledge and/or experience or certifications in Six Sigma or Green belt / black belt is a plus
• Maintaining an established work schedule and strong work ethic
• Very strong analytical, planning, organizational, and time management skills
• Strong research skills including gathering and analyzing data from multiple sources
• Effective reporting and documentation skills
• Ability to maintain discretion and confidentiality
• Working in a cross-functional team and environment
• Financial acumen
• Interpreting and applying rules, regulations, policies, and procedures
• Technology and system orientation
• Effective in using interpersonal and communications skills including tact and diplomacy to network with entire organization and get things done by building bridges
• Effectively using organizational and planning skills with attention to detail and follow through

Additional Information

• Ability to work shifts