Senior Group Manager - Customer Experience & Operations

WNS; Cape Town; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

WNS Global Services Inc. in Cape Town is seeking a Senior Operations Manager to lead a team of operational leaders and drive the portfolio of improvement projects.

You will be customer-facing, design, implement and track initiatives for your functional area, while ensuring exceptional customer experience. The role requires strong leadership, change management, and coaching skills, with a focus on cost control, regulatory compliance, and continuous improvement.

Qualifications

• Grade 12/Matric
• 5 years’ experience as senior operations manager
• Experience in a contact center/BPO environment
• Insurance industry experience essential

Responsibilities

• Lead a team of operational leaders
• Deliver contractual and commercial performance through cost and profitability management
• Create a high-performing, highly-engaged team through leadership and coaching
• Build excellent relationships internally and externally at all levels
• Ensure compliance to process and regulatory standards
• Control and minimise costs
• Drive continuous improvement and deliver excellent customer experience

Skills

Leadership

Change management

Effective coaching skills

Commercial acumen

Planning and organizational skills

MS Office

Education

Grade 12/Matric

Tools

MS Office

Job description

WNS Global Services Inc. in Cape Town is seeking a Senior Operations Manager to lead a team of operational leaders and drive the portfolio of improvement projects.

You will be customer-facing, design, implement and track initiatives for your functional area, while ensuring exceptional customer experience. The role requires strong leadership, change management, and coaching skills, with a focus on cost control, regulatory compliance, and continuous improvement.