Senior Group Manager Operations Utilities

WNS Global Services; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading global services company based in Cape Town is seeking a Senior Operations Manager to lead a team and enhance customer experience. The role requires a proven track record in operations, with over 5 years of experience in managing teams within a contact center or BPO environment. Responsibilities include driving performance, ensuring compliance, and creating a high-performing, engaged team. Candidates must hold a Grade 12 qualification and possess strong leadership and coaching skills.

Qualifications

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

Responsibilities

• Lead a team of operational leaders.
• Deliver contractual and commercial performance through cost and profitability management.
• Create a high-performing team through effective coaching and recognition.
• Build excellent relationships internally and externally.
• Ensure compliance to all relevant process and regulatory standards.
• Drive continuous improvement and create value by delivering excellent customer experience.

Skills

Leadership

Change management

Effective coaching skills

Commercial acumen

Planning and organizational skills

MS Office at an advanced level

Engineering Support

HR Development

Access Control System

B2C

Corporate Risk Management

Education

Grade 12 / Matric

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

Remote Work : Yes

Employment Type : Full-time

Key Skills

Engineering Support,HR Development,Access Control System,B2C,Asset,Corporate Risk Management

Experience : years

Vacancy : 1