Senior Group Manager - Operations

WNS Global Services; Cape Town; In loco; ZAR 900.000 - 1.300.000; Tempo pieno

Descrizione del lavoro

WNS Global Services in Cape Town seeks a Senior Operations Manager to lead a portfolio of improvement projects and drive excellent customer experience. You will be customer and client facing, responsible for delivering contractual performance and coaching a sales-oriented team.

The role emphasizes cost control, leadership development, and regulatory compliance across a BPO environment. Strong planning and MS Office skills are essential.

Competenze

• Proven 5+ years as senior operations manager.
• Experience in a contact center/BPO environment and managing a sales team.
• Effective coaching skills.
• Planning and organizational skills.
• MS Office at an advanced level.

Mansioni

• Lead a team of operational leaders.
• Deliver contractual and commercial performance through cost and profitability management.
• Create a high-performing, engaged team through leadership behaviours, coaching, performance management and recognition.
• Build relationships with internal and external stakeholders at all levels.
• Ensure compliance with relevant process and regulatory standards.
• Drive continuous improvement and create value by delivering excellent customer experience.

Conoscenze

Team leadership

Operations management

Coaching

Planning

Strumenti

MS Office

Descrizione del lavoro

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

Additional Information

• Proven track record of 5 years’ experience as senior operations manager
• Experience in a contact center/BPO environment and specifically experience in managing a sales team
• Knowledge, Skills and Attributes:
• Effective coaching skills
• Planning and organizational skills
• MS Office at an advanced level