Senior Operations Manag

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 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 basic to complex processes from our eight delivery centers across South Africa, employing + people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

WHAT YOU'LL BE RESPONSIBLE FOR

1. Operational Delivery
2. Deliver Contractual & Commercial Performance
3. People Management
4. Create a High Performing, Highly Engaged Team
5. Stakeholder Management
6. Build Excellent Relationships, Internally & Externally, at all Levels
7. Compliance & Governance
8. Ensure Compliance to all Relevant Process & Regulatory Standards

OUR EXPECTATIONS OF YOU

1. Accountability & Responsibility: As part of the senior management team of Utilities Cape Town, you lead a team of operational leaders.
2. You are customer & client facing & strive to deliver excellent customer experience.
3. You drive continuous improvement experiments through your team & harvest ideas.
4. You manage costs & profitability through all available commercial levers.
5. You drive the SBU & Client culture through effective communication, by continuously displaying the SBU habits & behave as a role model leader.
6. You develop your people through effective coaching, performance management & drive a recognition culture.
7. You support your operations colleagues to exceed client expectations on all levels at all times.
8. You have robust & honest performance & behavioural conversations.
9. You drive compliance in everything you do.
10. You are emotionally aware of yourself & others.

You handle your interactions with authenticity, empathy & professionalism.

HOW WE'LL MEASURE YOU

• Leadership ESAT
• Absence & Attrition Management
• Stakeholder Management
• Voice of Client, Feedback
• Invent, Design & Implement Projects that Create Tangible Value
• Compliance
• Meet all Required Compliance Measures both Internally & Externally
• Operational Excellence
• Client KPI Delivery, Commercial Delivery, Cost Management

HABITS WE WANT YOU TO PRACTICE

• I Make Recognition A Priority
• I Seize Accountability
• I Am Brave Enough To Challenge
• I Start Projects With the End in Mind
• I Listen to Ideas & Encourage Innovation
• I Develop My People Through Empowering & Supporting Them
• I Leverage Knowledge & Experience Through Collaboration
• I Provide Solutions Not Problems
• I Work Smarter Not Harder
• I Lead With Consistency

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