Senior Operations Leader — Client Experience (BPO)

WNS; Cape Town; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

WNS in Cape Town seeks a Senior Operations Manager to lead a portfolio of improvement projects and a multi-channel team. You will be customer-facing, accountable for delivering excellent customer experience, and responsible for designing and tracking improvements within your functional area.

The role emphasizes leading operational leaders, driving performance, cost control, and building strong internal and external relationships to ensure compliant practices and measurable value creation.

Qualifications

• 5 years’ experience as senior operations manager in a multi-channel environment.
• Experience in a contact center/BPO environment.
• Grade 12 is required.

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.

Education

Grade 12

Job description

WNS in Cape Town seeks a Senior Operations Manager to lead a portfolio of improvement projects and a multi-channel team. You will be customer-facing, accountable for delivering excellent customer experience, and responsible for designing and tracking improvements within your functional area.

The role emphasizes leading operational leaders, driving performance, cost control, and building strong internal and external relationships to ensure compliant practices and measurable value creation.