Senior Group Manager - Operations

WNS Global Services; Cape Town; In loco; ZAR 1.200.000 - 1.600.000; Tempo pieno

Descrizione del lavoro

WNS Global Services, part of Capgemini, is seeking an experienced Senior Operations Leader in Cape Town to oversee KPIs such as service level, AHT, FCR, CSAT, and occupancy. You will lead a multi-tiered team of managers and frontline staff, coordinate IROP responses, and collaborate with WFM and finance on forecasting and budgeting.

The role requires Grade 12, 5-8 years in senior leadership, and comfort with US rotational night shifts, driving continuous improvement and resilient operations

Competenze

• Grade 12 education required.
• 5-8 years in senior leadership roles.
• Experience managing large front-line teams in a service/operations environment.
• Willing to work US-night shift rotational schedule.

Mansioni

• Oversee daily KPIs: service level, AHT, FCR, CSAT, and occupancy.
• Lead, coach, and develop a multi-tiered leadership team of managers and frontline staff.
• Coordinate IROP, reaccommodation strategies, and communications during outages or severe weather.
• Partner with WFM and finance on long-term forecasting, scheduling, and labor cost control.

Conoscenze

People Leadership

Strategic Leadership

Operations Management

Formazione

Grade 12

Strumenti

WFM (Workforce Management)

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

Oversee daily key performance indicators (KPIs) including service level, average handle time (AHT), first-contact resolution (FCR), customer satisfaction (CSAT), and occupancy.

• People Leadership: Lead, coach, and develop a multi-tiered team of managers, supervisors, and hundreds of frontline reservation and customer care specialists.
• Irregular Operations (IROP) Management: Coordinate customer recovery, reaccommodation strategies, and messaging during severe weather, system outages, or major network disruptions.
• Workforce Management & Budgeting: Partner with WFM (Workforce Management) and finance teams on long-term forecasting, scheduling, capacity planning, and labor cost control.

Qualifications

Grade 12

Minimum 5-8 Years experience at a Senior Leadership level

Comfortable working US rotational Night Shift

Additional Information

US Rotational Shifts