Senior General Manager - Operations

WNS; Cape Town; On-site; ZAR 1,500,000 - 2,100,000; Full time

Job summary

WNS in Cape Town is seeking an experienced Senior Operations Leader to develop and implement strategic operational plans, aligning with organizational goals. You will oversee daily operations across multiple business units and guide senior managers to drive performance.

The role requires a strong financial acumen, stakeholder engagement, and a proven ability to deliver measurable improvements while ensuring compliance with industry regulations.

Qualifications

• 15+ years in operations management
• Experience leading senior managers
• Strong financial acumen
• Proven track record in large-scale operations
• Knowledge of industry regulations

Responsibilities

• Develop and implement operational strategies aligned with organizational goals.
• Oversee daily operations across multiple business units.
• Manage budgets, cost controls, and resource allocation.
• Lead, mentor, and develop senior managers.
• Engage with stakeholders, vendors, and regulatory bodies.
• Drive continuous improvement and KPI optimization.

Skills

Strategic leadership

Operational management

Budget management

Stakeholder management

Change management

Negotiation

Education

Bachelor’s degree

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

Key Responsibilities

Strategic Leadership

• Develop and implement operational strategies aligned with organizational goals.
• Drive continuous improvement initiatives to enhance productivity and efficiency.
• Provide vision and direction for long-term operational planning.

Operational Management

• Oversee daily operations across multiple business units or facilities.
• Carry expertise in managing Contact centre operations (Sales & Service - GI Operations).
• Ensure adherence to quality, safety, and compliance standards.
• Monitor KPIs and operational metrics to achieve performance targets.

Financial Oversight

• Manage budgets, cost controls, and resource allocation.
• Drive profitability through operational efficiency and waste reduction.
• Collaborate with finance teams to forecast and optimize expenditures.

Team Leadership

• Lead, mentor, and develop senior managers and operational staff.
• Foster a culture of accountability, innovation, and collaboration.
• Build succession plans and strengthen leadership pipelines.

Stakeholder Engagement

• Act as a key liaison between operations and executive leadership.
• Maintain strong relationships with vendors, partners, and regulatory bodies.
• Represent operations in board meetings and strategic discussions.

Qualifications

• Bachelor’s degree
• 15+ years of progressive experience in operations management, with at least 5 years in a senior leadership role.
• Proven track record of managing large-scale operations and delivering measurable results.
• Strong financial acumen and experience in budget management.
• Excellent leadership, communication, and decision‑making skills.
• Knowledge of industry regulations, compliance standards, and best practices.
• Strategic thinking and problem‑solving.
• Operational excellence and process optimization.
• Strong interpersonal and negotiation skills.
• Ability to manage complexity and drive change.
• High adaptability and resilience under pressure.

Reporting Structure:
Reports to: Corporate SVP Operations
Direct Reports: General Managers, Senior Managers, and functional heads