General Manager - Operations (BPO)

WNS; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

WNS South Africa seeks an accomplished senior operations leader to oversee multi-site BPM processes, ensuring efficient service delivery and client satisfaction. You will mentor leaders, manage senior teams, and serve as primary client contact, driving improvements and cost optimization.

Success requires 5+ years in senior operations, strong stakeholder engagement, and a track record of SLAs, quality, and delivery excellence. This role is based in Cape Town with South Africa-wide scope.

Qualifications

• Senior leadership experience in BPM/BPO environments.
• Proven track record managing cross-site operations.
• Experience delivering SLAs and client satisfaction at scale.

Responsibilities

• Oversee daily operations across sites and ensure efficient service delivery.
• Monitor metrics and implement strategies to boost productivity and quality.
• Lead, mentor and develop senior operations staff.
• Act as primary client contact and maintain strong client relationships.
• Communicate performance updates and drive continuous improvements.
• Develop operational strategies to meet business goals and reduce costs.

Skills

Leadership

Client management

Communication

Interpersonal skills

Problem solving

Decision making

Attention to detail

Stakeholder management

Education

Grade 12

Tools

MS Office

Job description

Job 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 4000+ people.

Responsibilities

• 10+ Years of cross sites mid to large scale operational experience


• Oversee daily operations and ensure that all processes and services are delivered efficiently and meet client requirements.


• Monitor performance metrics and implement strategies to improve productivity, quality, and client satisfaction.


• Ensure adherence to established policies, procedures, and service level agreements (SLAs).

• Lead, mentor, and develop Operations leaders and staff, fostering a positive and collaborative work environment.


• Conduct regular performance reviews for Senior leadership, provide feedback, and create development plans for team members.

• Serve as the primary point of contact for clients, addressing any issues or concerns promptly and professionally.


• Build and maintain strong client relationships to ensure long-term satisfaction and retention.


• Regularly communicate with clients to provide updates on performance and discuss potential improvements.

• Develop and implement operational strategies to achieve business goals and drive continuous improvement.


• Collaborate with executive management to set objectives and develop plans to achieve them.


• Identify opportunities for process optimization and cost savings.

• Ensure compliance with all regulatory requirements and internal policies.


• Identify and mitigate operational risks to protect the company and clients.


• Conduct regular audits and implement corrective actions as needed.

• Prepare and present regular reports on operational performance, client satisfaction, and financial status.


• Utilize data and analytics to identify trends, make informed decisions, and drive improvements.

Qualifications

• Grade 12

Additional Information

• Utility domain knowledge required


• Good with MS Office


• Client management


• Delivery of Service levels


• Proven experience in a managerial role at a Senior executive Level/Head of role at least 5 years


• Strong leadership, communication and interpersonal skills.


• Excellent problem solving and decision-making abilities.


• Attention to detail.


• Ability to work with stakeholders at a senior level