Senior Group Manager - Process Training

Wns (Holdings) Limited (Adr); Cape Town; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading company in Business Process Management seeks a Sr Group Manager in Training in Cape Town. The role involves mentoring associates, analyzing data for business impact, and ensuring effective communication with stakeholders. Applicants should have a bachelor's degree and 3-5 years of relevant experience, and be committed to fostering a learning environment.

Qualifications

• Graduate with 3-5 years of experience as a Sr Group Manager in Training.
• Excellent interpersonal, communication, and facilitation skills are required.
• Preferred experience in team and multi-location management.

Responsibilities

• Collaborate with Training leads to identify development areas for associates.
• Provide coaching and feedback on language skills.
• Manage multiple teams and locations to ensure KPI achievement.

Skills

Interpersonal skills

Communication skills

Facilitation skills

Attention to detail

Coaching abilities

Knowledge of contact center operations

Eagerness to learn

Education

Bachelor's or college degree in any field

Tools

MS Office (Excel, PowerPoint)

Job description

WNS (Holdings) Limited (NYSE : WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to + global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

WNS South Africa has been in operation since and has built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa.

We are a strategic partner for delivering a full range of processes from basic to complex across our eight delivery centers in South Africa, employing + people.

We are committed to providing our employees with role clarity, coaching and mentoring, professional development, and structured career paths through our five employee promises, with employee experience at the core.

Join us to experience a culture of outperformance, engagement, celebration, and contribute to society through our WNS Cares Foundation, supporting meaningful community initiatives.

Job Description

• Collaborate with Training leads (Group Manager / Sr Group Manager) to identify development areas for associates.
• Attend meetings within the program or with other departments as necessary.
• Listen to calls and provide coaching and feedback to associates on language skills.
• Provide real-time support to advisors.
• Maintain knowledge of business/process operations.
• Communicate effectively with internal stakeholders and, to some extent, with end clients.
• Analyze data to understand business impact and drive KPIs.
• Manage multiple teams and locations, ensuring KPI achievement.
• Understand training metrics and their impact on business metrics.
• Make recommendations for process improvements based on TNI/TNA analysis.
• Collaborate with stakeholders on process improvement projects from initiation to launch.
• Create value through consulting on operations, process, and quality initiatives.
• Analyze data to suggest measures for revenue enhancement.
• Ensure reports, data, and documentation are maintained properly.
• Promote standardization by creating SOPs.
• Encourage behavioral training participation.
• Mentor team members and foster a learning environment.
• Represent the training function in weekly and monthly meetings with internal and client teams.

Qualifications

• Graduate with 3-5 years of relevant experience as a Sr Group Manager in Training.
• Bachelor's or college degree in any field.
• Excellent interpersonal, communication, and facilitation skills.
• Attention to detail and coaching abilities.
• Strong knowledge of contact center and customer service operations.
• Eagerness to learn on the job.
• Proficiency in MS Office, especially Excel and PowerPoint.
• Experience in team and multi-location management is preferred.

Reports To: General Manager - Training