Senior Group Manager - Operations

SmartRecruiters, Inc.; Milnerton; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

WNS, part of Capgemini, is seeking a Senior Operations Manager to lead a specialist team, driving customer experience and operational excellence.

You will design, implement and monitor improvement projects, manage costs, and build strong internal and external relationships while ensuring compliance with standards.

This role requires strategic mindset, coaching, and the ability to align operations with business goals in a multi-channel environment.

Qualifications

• 5+ years experience as a senior operations manager in a multi-channel environment.
• Experience in a contact center/BPO environment.

Responsibilities

• Deliver contractual and commercial performance via cost and profitability management.
• Develop a high-performing team through coaching, performance management and recognition.
• Build strong relationships at all levels, internally and externally.
• Ensure compliance with relevant processes and regulatory standards.
• Control and minimise costs.
• Drive continuous improvement to deliver excellent customer experience.

Skills

Leadership

Customer experience

Cost management

Coaching

Education

Grade 12

Job 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.

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