Senior Operations Leader — Client Experience & Performance

WNS Global Services; Milnerton; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

WNS Global Services in South Africa seeks a senior operations manager to lead a multi-channel contact center team, delivering contractual and commercial performance and driving process improvements across operations.

You will coach and develop leaders, build strong internal and external relationships, ensure regulatory compliance, and focus on cost control while enhancing the customer experience.

Qualifications

• 5+ years’ experience as senior operations manager in a multi-channel environment.
• Experience in a contact center/BPO environment.
• Grade 12 or equivalent qualification.

Responsibilities

• Deliver contractual and commercial performance through cost and profitability management.
• Lead a team of operational leaders.
• 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.

Skills

People management

Operations management

Customer experience

Leadership

Communication

Education

Grade 12

Job description

WNS Global Services in South Africa seeks a senior operations manager to lead a multi-channel contact center team, delivering contractual and commercial performance and driving process improvements across operations.

You will coach and develop leaders, build strong internal and external relationships, ensure regulatory compliance, and focus on cost control while enhancing the customer experience.