Ipp Project Development Lead

Company Description

WNS Global Services Inc. (NYSE : WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 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. Globally, the group's over 41, professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 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 over 4, people. Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development and 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: Provides support for and facilitates delivery of outstanding customer experiences, aligning with Customer First principles and a modern luxury approach, to achieve successful sales deals in a seamless, effortless Omni channel landscape.

Key Responsibilities

1. Enquiry & Request Management: Respond to enquiries from customers, retailers/agents, and colleagues to understand their requirements, build personal connections, and develop sales opportunities.
2. Provide 1st line systems and process support (without unnecessary hand-overs to other parties).
3. Personally demonstrate our client's Customer First and Modern Luxury principles.
4. Ensure optimal data completeness and accuracy, comply with inbound and outbound targets and contact KPIs in all enquiries, issues, actions, and tasks.
5. System & Process Support: Provide efficient and effective systems and process support to Retailers/Agents, colleagues, and all customers; without unnecessary hand-overs if possible.
6. Interact with Teams, all stakeholders, and 3rd Parties to resolve queries and issues reported efficiently, effectively, and quickly.
7. Track issues and do follow-ups to ensure complete and successful resolution.
8. Take Ownership and Keep in Contact: Fulfil all commitments and provide promised feedback.
9. Talk to customers and Agents/Retailers to resolve escalated issues and complaints, ensure customer satisfaction and delight, and facilitate successful sales deal progress.
10. Drive Improvement: Participate in regular meetings to review KPIs and identify better ways of doing things.
11. Take a pro-active approach to identify recurring problems and raise with Team Leaders, Management, and colleagues.

Qualifications

Key Success Criteria for the Role: Customer First, Teamwork, Financial awareness, Resource scheduling, Customer focus.

Competencies Required by the Role: High performing support and sales consultant with ability to manage own performance and responsibilities, willing to learn and become expert in new systems and processes, digitally savvy over various communication channels.

Experience: Preferably automotive and modern luxury. Beneficial Salesforce Experience (not essential).

Operational Excellence: High EQ, excellent written and verbal skills, problem solving, agile, self-driven, excellent communicator and listener.

Financial Focus: Commerce and Finance savvy (within this role).

Innovation and Improvement: Strives for continuous improvement.