Process and Transition Analyst - BPET

WNS; Cape Town; On-site; ZAR 300,000 - 540,000; Full time

Benefits offered by this job

Training and development support

Exposure to international clients

Job summary

WNS, part of Capgemini, seeks a Process & Transition Analyst to drive transformation with frontline teams and senior leaders. You will uncover insights, streamline processes and turn challenges into opportunities within the Business Process Excellence and Transformation Team.

You will communicate updates, deliver timely results, and maintain stakeholder engagement as part of a dynamic, fast-paced environment.

Qualifications

• Strong command of written and spoken English.
• 1 year of experience in a contact centre or 12 months customer service experience.
• International contact centre experience is advantageous.
• Must have a clear credit and criminal record.

Responsibilities

• Act as a key liaison between department, leadership and stakeholders to communicate updates.
• Deliver high-quality work against defined standards and deadlines.
• Own departmental queries and deliverables with professional issue resolution.
• Build relationships with internal teams and external stakeholders to support objectives.
• Manage stakeholder requests within SLAs and provide excellent service.
• Maintain accurate information across systems and tracking tools.

Skills

Communication

Multitasking

Stakeholder management

English proficiency

Teamwork

Education

Grade 12 / Matric

Tools

MS Office

CRM systems

Job description

Company Description

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

Ready to be part problem-solver, part change champion, and part transformation superhero? As a Process & Transition Analyst, you'll be at the heart of exciting business change, working with everyone from frontline teams to senior leaders to make transformation happen. You'll uncover insights, connect the dots, streamline processes and turn challenges into opportunities. Working within the Business Process Excellence and Transformation Team, you'll keep projects moving, stakeholders engaged and communications flowing. With your sharp analytical skills, strong organisation and people-first approach, you'll help turn complex ideas into simple solutions and successful outcomes. If you love solving puzzles, thrive in a fast-paced environment, enjoy working with people, and get a kick out of seeing projects cross the finish line, this role has your name written all over it. Every project is a new adventure, every milestone is worth celebrating, and every day is a chance to make a real impact.

What You’ll Be Doing:

• Act as a key liaison between the department, leadership team and stakeholders, ensuring timely, accurate and effective communication of updates and initiatives.
• Deliver high-quality work against defined standards and deadlines, maintaining accuracy, efficiency, and attention to detail.
• Take ownership of departmental queries and deliverables, resolving issues professionally while ensuring full compliance with company policies and regulatory requirements.
• Build and maintain strong relationships with internal teams and external stakeholders to support business objectives, drive engagement, and foster a culture of continuous learning and improvement.
• Manage stakeholder and internal requests within agreed Service Level Agreements (SLAs), delivering an exceptional service experience.
• Maintain accurate and up-to-date information across departmental systems and tracking tools, proactively identifying and addressing information gaps.
• Ensure all stakeholder interactions, activities and outcomes are recorded accurately to support operational excellence, reporting and compliance.
• Prepare, analyse, and maintain departmental reports, providing meaningful insights to support decision-making and continuous improvement.
• Utilise Microsoft Office applications effectively, particularly Excel, PowerPoint, Word and Outlook to support reporting, communication and project coordination.
• Travel to local WNS sites and offices as required to support business initiatives, stakeholder engagement and project activities.
• Undertake occasional national travel to WNS sites and offices to support transformation, collaboration and operational objectives.
• Support the successful delivery of business transformation and continuous improvement initiatives through effective coordination, communication and stakeholder management.

What You Bring to the Role:

• A genuine passion for creating efficiencies, improving processes and delivering exceptional stakeholder experiences.
• Outstanding communication skills with a knack for active listening, asking the right questions, uncovering root causes and turning challenges into solutions.
• Have strong multitasking and time management skills, with the ability to juggle competing priorities while keeping cool under pressure.
• Proven people management experience with the confidence and professionalism to engage and influence stakeholders at all levels of the organisation.
• Previous service, operations or call centre experience within a BPO environment is essential.
• A natural relationship-builder who enjoys collaborating with diverse teams and bringing people together to achieve common goals.
• A proactive, solutions-focused mindset with the ability to embrace change, think creatively and drive continuous improvement.
• Someone who thrives in a fast-paced environment, loves solving problems and gets energised by making a real impact every day.
• A team player with a positive attitude, a sense of humour and the ability to celebrate both the big wins and the small victories along the way.

What Makes the Role Exciting:

• Training and development support
• Exposure to international clients & systems
• Fast-paced, fun team culture

Qualifications:

• Grade 12 / Matric certificate
• At least 1 year of experience in a contact centre environment or 12 months customer service experience
• International contact centre experience will be advantageous
• Strong command of written and spoken English is essential
• Must have a clear credit and criminal record

Additional Information:

• Enjoy a healthy Monday to Friday work schedule with additional hours required from time to time to support business needs.
• Be part of a team that keeps things running.
• Our South African offices are located in Century City, Observatory, Claremont, and Newlands with additional sites in Durban and Johannesburg.