General Manager - Operations

WNS Global Services; Cape Town; In loco; ZAR 1.000.000 - 1.800.000; Tempo pieno

Descrizione del lavoro

WNS Global Services in Cape Town seeks a senior operations leader to guide a team of operational managers, shaping strategies to drive profitability while upholding service quality.

You will lead delivery, manage client relationships, enforce governance, and drive continuous improvement to optimise cost, quality and delivery times in a high-demand contact center environment.

Requires 7+ years in senior management within call center settings and a relevant tertiary degree.

Competenze

• Senior leadership experience in call center environments.
• 7+ years in senior management roles.
• Ability to drive profitability while maintaining quality? (not a direct quote)

Mansioni

• Lead a team of operational leaders to deliver contractual and commercial performance.
• Enhance cost, quality and delivery time through strategy and process improvements.
• Promote revenue growth and margin targets through effective leadership and governance.
• Develop your people through coaching, performance management and recognition.

Conoscenze

Leadership

Strategic thinking

People management

Stakeholder management

Risk management

Formazione

Relevant tertiary degree

Descrizione del lavoro

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

As part of the senior leadership team you will lead a team of operational leaders, develop and implement various strategies to maximize profits while maintaining an acceptable level of quality. Work on improving the supply chain to positively impact variables such as cost, quality, and delivery time.

Your key responsibilities will include:

• Operational Delivery through delivering contractual and commercial performance
  • Manage costs and profitability through all available commercial levers
  • Promote commercial performance through achieving revenue and margin targets and new business growth
• People Management by ensuring high performing and highly engaged teams
  • Develop your people through effective coaching, performance management and drive a recognition culture
  • Support your operations colleagues to exceed client expectations on all levels at all times
  • Have robust and honest performance and behavioral conversations to support operational performance
• Stakeholder Management through building excellent relationships both internally and externally, at all levels
  • Be customer and client facing and strive to deliver excellent customer experience through relationship management, innovation and insights
• Compliance and Governance in ensuring compliance to all relevant process and regulatory standards
  • Drive compliance in everything you do and promote risk management and governance
• Innovation by driving continuous improvement and creating value
  • Drive continuous improvement experiments through your team and harvest ideas

Qualifications

Relevant Tertiary Degree

Additional Information

7+ years senior management experience in call center environment