Senior Group Manager - Operations

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

Job summary

WNS in Cape Town seeks a Senior Operations Manager to lead a portfolio of improvement projects and a multi-channel team. You will be customer-facing, accountable for delivering excellent customer experience, and responsible for designing and tracking improvements within your functional area.

The role emphasizes leading operational leaders, driving performance, cost control, and building strong internal and external relationships to ensure compliant practices and measurable value creation.

Qualifications

• 5 years’ experience as senior operations manager in a multi-channel environment.
• Experience in a contact center/BPO environment.
• Grade 12 is required.

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 modeling desired WNS leadership behaviours, effective coaching, performance management and recognition.
• Build excellent relationships both internally and externally at all levels.
• Ensure compliance to all relevant process and regulatory standards.
• Control and minimise costs.
• Drive continuous improvement and create value by delivering excellent customer experience.

Education

Grade 12

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

The main purpose of this position as part of the senior management is to lead a team with specialist function.

You are customer & client facing & strive to deliver excellent customer experience.

You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.

Key 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 modeling desired WNS leadership behaviours, effective coaching, performance management and recognition
• Build excellent relationships both internally and externally at all levels
• Ensure compliance to all relevant process and regulatory standards
• Control and minimise costs
• Drive continuous improvement and create value by delivering excellent customer experience

Qualifications

Grade 12

Additional Information

• Proven track record of 5 years’ experience as senior operations manager in a multi-channel environment
• Experience in a contact center/BPO environment