Senior Operations Leader — Cross‑Site & Client Excellence

WNS; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

WNS South Africa seeks an accomplished senior operations leader to oversee multi-site BPM processes, ensuring efficient service delivery and client satisfaction. You will mentor leaders, manage senior teams, and serve as primary client contact, driving improvements and cost optimization.

Success requires 5+ years in senior operations, strong stakeholder engagement, and a track record of SLAs, quality, and delivery excellence. This role is based in Cape Town with South Africa-wide scope.

Qualifications

• Senior leadership experience in BPM/BPO environments.
• Proven track record managing cross-site operations.
• Experience delivering SLAs and client satisfaction at scale.

Responsibilities

• Oversee daily operations across sites and ensure efficient service delivery.
• Monitor metrics and implement strategies to boost productivity and quality.
• Lead, mentor and develop senior operations staff.
• Act as primary client contact and maintain strong client relationships.
• Communicate performance updates and drive continuous improvements.
• Develop operational strategies to meet business goals and reduce costs.

Skills

Leadership

Client management

Communication

Interpersonal skills

Problem solving

Decision making

Attention to detail

Stakeholder management

Education

Grade 12

Tools

MS Office

Job description

WNS South Africa seeks an accomplished senior operations leader to oversee multi-site BPM processes, ensuring efficient service delivery and client satisfaction. You will mentor leaders, manage senior teams, and serve as primary client contact, driving improvements and cost optimization.

Success requires 5+ years in senior operations, strong stakeholder engagement, and a track record of SLAs, quality, and delivery excellence. This role is based in Cape Town with South Africa-wide scope.