Senior Group Manager - Operations

Wns Analytics; Cape Town; On-site; ZAR 30 000 - 70 000; Full time

Job summary

An established industry player in Business Process Management is seeking a dynamic leader to join their team in Cape Town. This role involves driving operational excellence and managing a high-performing team dedicated to delivering exceptional customer experiences. You will be responsible for stakeholder management, compliance, and fostering a culture of recognition and continuous improvement. Join a company that values professional development and community impact, where your leadership will shape the future of operations in a thriving environment.

Qualifications

• Proven experience in people management and operational delivery.
• Strong stakeholder management skills and customer-facing experience.

Responsibilities

• Lead a team of operational leaders and ensure compliance.
• Drive continuous improvement and manage profitability.

Skills

People Management

Stakeholder Management

Operational Delivery

Compliance & Governance

Customer Experience

Education

Bachelor's Degree

Management Training

Job description

WNS (Holdings) Limited (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.

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.

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

WHAT YOU'LL BE RESPONSIBLE FOR

• Operational Delivery
• Deliver Contractual & Commercial Performance
• People Management
• Create a High Performing, Highly Engaged Team
• Stakeholder Management
• Compliance & Governance

OUR EXPECTATIONS OF YOU

• Accountability & Responsibility
• Lead a team of operational leaders as part of the senior management team of Utilities Cape Town.
• Customer & client facing, striving to deliver excellent customer experience.
• Drive continuous improvement experiments through your team & harvest ideas.
• Manage costs & profitability through all available commercial levers.
• Drive the SBU & Client culture through effective communication, displaying the SBU habits & behaving as a role model leader.
• Develop your people through effective coaching, performance management & drive a recognition culture.
• Support your operations colleagues to exceed client expectations at all levels.
• Engage in robust & honest performance & behavioural conversations.
• Drive compliance in everything you do.
• Display emotional awareness in interactions with authenticity, empathy & professionalism.

HOW WE'LL MEASURE YOU

• Leadership ESAT
• Absence & Attrition Management
• Stakeholder Management
• Voice of Client, Feedback
• Invent, Design & Implement Projects that Create Tangible Value
• Compliance: Meet all Required Compliance Measures both Internally & Externally
• Operational Excellence: Client KPI Delivery, Commercial Delivery, Cost Management

HABITS WE WANT YOU TO PRACTICE

• I Make Recognition A Priority
• I Seize Accountability
• I Am Brave Enough To Challenge
• I Start Projects With the End in Mind
• I Listen to Ideas & Encourage Innovation
• I Develop My People Through Empowering & Supporting Them
• I Leverage Knowledge & Experience Through Collaboration
• I Provide Solutions Not Problems
• I Work Smarter Not Harder
• I Lead With Consistency

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