Retail Operations Team Leader

Wns; Gauteng; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a Retail Operations Team Leader to elevate customer experiences through effective team management and operational excellence. This role emphasizes a modern luxury approach, focusing on customer satisfaction and continuous improvement. You will lead a dedicated team, ensuring they meet performance targets while fostering a collaborative and positive work environment. Join a company committed to professional development and employee experience, where your contributions will drive impactful change in the retail sector.

Qualifications

• Focus on customer satisfaction and complaint management.
• Collaborative attitude and good staff retention.

Responsibilities

• Manage team performance and ensure exceptional customer experiences.
• Motivate and develop the team, monitor KPIs, and manage training.

Skills

Customer Satisfaction

Team Management

Performance Monitoring

Continuous Improvement

Communication Skills

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 over 300 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 employs over 41,000 professionals across 60 delivery centers in 16 countries, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK, and US. WNS South Africa has been operating since and has established itself as an industry leader in Business Process Outsourcing (BPO), with a growing presence across Africa.

We are a strategic partner providing a full range of processes from basic to complex, through our eight delivery centers in South Africa, employing over 10,000 people. Why join us? We promise our employees role clarity, coaching, professional development, and a structured career path, emphasizing our 5 people promises and prioritizing employee experience.

Experience a culture of outperformance, engagement, celebration, and contribute to society through our WNS Cares Foundation, supporting meaningful community initiatives.

Job Description

RETAIL OPERATIONS TEAM LEADER

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

Key Responsibilities

1. Manages Performance: Ensure the team delivers exceptional customer experiences, demonstrating and implementing Customer First and modern luxury principles. Maintain audit processes for data accuracy.
2. Manages the Team: Motivate, support, and develop the team, facilitate effective interactions, monitor performance against KPIs, and manage training, non-compliance, and succession planning.
3. Oversees Key Activities: Provide first-line support, conduct team meetings, resolve escalated issues, and ensure a seamless customer journey.
4. Drives Improvement: Review KPIs regularly, identify issues, support continuous improvement initiatives, and help the team adapt to changes.

Qualifications

• Customer First: Focus on customer satisfaction, survey results, and complaint management.
• Team: Collaborative, positive attitude, good staff retention.
• Financial: Transparent incentive schemes and resource scheduling.
• KPIs: Achievement of team targets.

Competencies Required

• Functional Manager / Senior Team Leader level
• Higher education
• Experience in automotive and modern luxury sectors preferred
• Proven leadership of high-performing teams
• Operational excellence, high emotional intelligence, excellent communication skills
• Financial acumen, innovation, and continuous improvement mindset