Retail Operations Team Leader

Wns; Gauteng; On-site; ZAR 300,000 - 600,000; Full time

Job summary

A leading business process management company is seeking a Retail Operations Team Leader to manage a high-performance team ensuring outstanding customer experiences. The candidate will drive performance through coaching, KPI monitoring, and proactive problem-solving, primarily focused on delivering a modern luxury customer journey.

Benefits

Professional development opportunities

Coaching and mentoring

Structured career path

Qualifications

• Experience in high-performing team management.
• Preferably experience in automotive and modern luxury sectors.
• Demonstrated operational excellence and problem-solving abilities.

Responsibilities

• Manage team performance and deliver outstanding customer experiences.
• Facilitate seamless interactions with stakeholders and monitor KPIs.
• Drive continuous improvement initiatives and organize KPI review meetings.

Skills

Problem-solving

Team collaboration

High EQ

Communication

Operational excellence

Financial acumen

Innovation

Education

Higher education

Job description

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 41,000 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 and has 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 + people.

Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development, and a structured career path through our 5 people promises, 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

RETAIL OPERATIONS TEAM LEADER

Main Purpose: Manages the Retail Operations and Support Team to deliver outstanding customer online experiences, aligning with Customer First principles and a modern luxury approach.

Key Responsibilities

• Manages Performance: Manage the performance of this team to ensure the delivery of outstanding customer experiences. Personally demonstrate the Customer First and modern luxury principles and lead their implementation by this team. Maintain audit processes to ensure data completeness and accuracy by the team.
• Manages the Team: Motivate and support a high-performance team. Facilitate seamless interactions with related teams and stakeholders, including agents/retailers. Communicate with the team to share information. Monitor and manage team performance and individual KPIs. Provide feedback, manage non-compliance, and coach individuals for development. Schedule staff availability considering training, leave, demands, and peak times.
• Oversees Key Activities: Provide first-line support to customers, retailers, agents, and teams. Run daily/weekly meetings to track performance, share information, and resolve issues. Resolve escalated customer and retailer issues to ensure satisfaction. Work with management to refine objectives for sales operations. Align processes to ensure a seamless customer journey.
• Drives Improvement: Organize regular KPI review meetings. Implement proactive approaches to identify and resolve recurring problems. Support initiatives for continuous improvement. Help teams adapt to change and growth.

Qualifications

Key Success Criteria: Customer First survey results, complaint management, proactive problem-solving, team collaboration, staff attitude and retention, transparent incentive schemes, resource scheduling, achievement of KPIs.

Competencies Required:

• Functional Manager / Senior Team Leader
• Higher education
• Preferably automotive and modern luxury experience
• High-performing team management
• Operational excellence
• High EQ, strong communication, problem-solving
• Financial acumen
• Innovation and continuous improvement drive