Senior Group Manager - Operations

Wns Global Services; Durban; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading BPO service provider in Durban is seeking a Senior Operations Manager to lead a high-performing team. This role focuses on driving contractual performance, effective coaching, and ensuring excellent customer experiences. The ideal candidate will have over 5 years of experience in operations management, specifically in a contact center environment. Strong leadership and change management skills are essential for success in this position.

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 effective coaching and performance management.
• Build excellent relationships both internally and externally.
• Ensure compliance to all relevant process and regulatory standards.
• Control and minimise costs.
• Drive continuous improvement to deliver excellent customer experience.

Skills

Leadership

Change management

Effective coaching skills

Commercial acumen

Planning and organizational skills

MS Office at an advanced level

Education

Grade 12 / Matric

5 years' experience as senior operations manager

Experience in a contact center / BPO environment

Job description

Job Description 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

Knowledge, Skills and Attributes

• Leadership
• Change management
• Effective coaching skills
• Commercial acumen
• Planning and organizational skills
• MS Office at an advanced level

Qualifications

• Grade 12 / Matric
• Proven track record of 5 years' experience as senior operations manager
• Experience in a contact center / BPO environment