Operations Manager - South Africa

WNS; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading Business Process Management firm in Cape Town is seeking a Senior Operations Manager. The role involves leading a specialized team focused on customer excellence, managing costs, and driving continuous improvement. Candidates should have at least three years of operations management experience in a contact center or BPO environment, preferably within the insurance industry. This role requires strong leadership skills and the ability to coach and develop team members effectively. Afternoon and night shifts apply, and candidates need to be in fibre-enabled areas.

Qualifications

• Grade 12 or equivalent qualification.
• Minimum three years of experience in an operations manager role.
• Experience in a contact center or BPO setup.

Responsibilities

• Lead a team in a customer-centric role.
• Deliver contractual and commercial performance.
• Ensure compliance with processes and standards.

Skills

Leadership

Change management

Effective coaching skills

Commercial acumen

Planning and organizational skills

MS Office at an advanced level

Education

Grade 12/Matric

Proven track record of 3 years' experience as operations manager

Experience in a contact center/BPO environment

Insurance industry experience essential

Job description

Company Description

WNS Global Services Inc. (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. Globally, the group’s over 41,000+ 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 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.

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

The main purpose of this position as part of the senior management is to lead a team with specialist function. You are customer & client facing & strive to deliver excellent customer experience. You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.

Key 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

Knowledge, Skills and Attributes

• Leadership
• Change management
• Effective coaching skills
• Commercial acumen
• Planning and organizational skills
• MS Office at an advanced level

Qualifications

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

Additional Information

Afternoon and night shifts – Monday to Sunday (rotational shifts)

Candidates are required to have fibre or live in a fibre enabled area.