Retail Operations Team Leader

Wns (Holdings) Limited (Adr); Gauteng; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading company in Business Process Management seeks a Retail Operations Team Leader in Gauteng. The ideal candidate will manage a high-performance team to ensure excellent customer service and uphold Customer First principles, contributing to operational excellence and continuous improvement. This role offers the opportunity to implement innovative solutions and lead a dedicated team in the luxury automotive sector.

Qualifications

• Preferably experienced in managing high-performance teams.
• Ability to lead customer service initiatives and resolve escalated issues.

Responsibilities

• Manage team performance to ensure outstanding customer experiences.
• Facilitate seamless interactions and drive teamwork.
• Monitor and train team members, providing performance feedback.

Skills

Customer First

Collaboration

Problem Solving

Team Motivation

Operational Excellence

Education

Experience in automotive and luxury sectors

Job description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to over + 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 has over 41,000 professionals serving 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 processes from our eight delivery centers across South Africa, employing + people. We promise our employees role clarity, coaching and mentoring, professional development, and a structured career path through our 5 people promises, keeping employee experience at the core.

Experience a 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

1. MANAGES PERFORMANCE
2. Manage the performance of this Team to ensure the delivery of outstanding customer experiences.
3. Personally demonstrate the Customer First and modern luxury principles and lead their implementation by this Team.
4. Maintain audit processes to ensure data completeness and accuracy by the Team.

1. MANAGES THE TEAM
2. Motivates and supports a high-performance Team.
3. Facilitates seamless and efficient interactions with related Teams and all stakeholders (including Agents / Retailers), while driving a culture of teamwork.
4. Communicates with the Team to share information.
5. Monitors and manages the performance of the Team and individual members related to KPIs and achievement of objectives.
6. Monitors and trains each team member, providing feedback on performance.
7. Manages non-compliance, under-performance, and corrective actions.
8. Manages inductions of new Team members.
9. Coaches individuals to develop their knowledge of products, technologies, systems, and processes, as well as improving their customer handling skills and positive conversations.
10. Manages succession planning into key roles to develop talented individuals.
11. Monitors and acts on survey results to support improved Team performance and customer service excellence.
12. Schedules staff availability for key activities, considering training, leave, sick leave, demands, and peak times.

1. OVERSEES KEY ACTIVITIES
2. Provides first-line support to customers, retailers / agents, and the Teams, avoiding unnecessary hand-overs.
3. Runs daily / weekly meetings to track and manage performance, share information, and resolve issues.
4. Resolves escalated issues and complaints from customers and Agents / Retailers, ensuring customer satisfaction and facilitating successful sales.
5. Works with Management to refine and develop objectives for new vehicle sales operations.
6. Ensures processes are aligned to provide a seamless customer journey.

1. DRIVES IMPROVEMENT
2. Organizes regular meetings to review KPIs and identify improvements.
3. Implements proactive approaches to recurring problems.
4. Leads or supports initiatives for continuous improvement in work methods and service delivery.
5. Supports Teams in adapting to change, growth, and improvement.

Qualifications

KEY SUCCESS CRITERIA FOR THE ROLE

• Customer First: Survey results, case and complaint management systems.
• Team: Collaboration with colleagues and Retailers / Agents, staff attitude, retention, transparent incentive schemes, resource availability during service hours.
• KPI Achievement: Achievement of team targets and KPIs (to be agreed).

COMPETENCIES REQUIRED BY THE ROLE

• Level: Functional Manager / Senior Team Leader
• Experience: Preferably automotive and modern luxury sectors.
• High Performing Teams: Motivator with experience managing high-performance teams to deliver excellent customer service.
• Operational Excellence: High EQ, excellent communication, problem-solving, agility, self-drive, commercial thinking.
• Innovation and Improvement: Ability to drive continuous improvement and innovation.