Operations Manager: Drive CX & Cost in BPO (South Africa)

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

Job summary

WNS South Africa is seeking a senior operations manager to lead a specialist function. You are customer and client facing and strive to deliver an excellent customer experience.

You are accountable for designing, implementing and tracking a portfolio of improvement projects for your functional area. The role requires a proven track record in contact centre/BPO environments and insurance industry experience.

Qualifications

• Grade 12/Matric.
• Proven track record of 3 years’ experience as operations manager.
• Experience in a contact center/BPO environment.
• Insurance industry experience essential.

Responsibilities

• Deliver contractual and commercial performance through cost and profitability management.
• Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition.
• Ensure compliance to all relevant process and regulatory standards.
• Control and minimise costs.
• Drive continuous improvement and create value by delivering excellent customer experience.

Skills

Leadership

Change management

Coaching

Commercial acumen

Planning and organizational skills

MS Office advanced

Education

Grade 12/Matric

Job description

WNS South Africa is seeking a senior operations manager to lead a specialist function. You are customer and client facing and strive to deliver an excellent customer experience.

You are accountable for designing, implementing and tracking a portfolio of improvement projects for your functional area. The role requires a proven track record in contact centre/BPO environments and insurance industry experience.