Senior Ops Leader: Customer Experience & Improvement

WNS (Holdings) Limited (ADR); Cape Town; On-site; ZAR 600,000 - 800,000; Full time

Job summary

WNS (Holdings) Limited (ADR) in Cape Town is looking for a Senior Operations Manager to lead a team focused on delivering excellent customer experiences. Responsibilities include managing performance, fostering an engaged team environment, and ensuring compliance with regulatory standards.

The ideal candidate should have a Matric qualification and 5 years of experience in a similar role, preferably within a contact center or BPO setup. Strong leadership and coaching skills are essential for success in this position.

Qualifications

• Matric certificate required.
• 5 years of experience as senior operations manager.
• Experience in a contact center/BPO environment is essential.

Responsibilities

• Lead a team of operational leaders.
• Deliver contractual and commercial performance through cost and profitability management.
• Create a high-performing, highly-engaged team.

Skills

Leadership

Change management

Effective coaching skills

Commercial acumen

Planning and organizational skills

MS Office at an advanced level

Knowledge of AI tools

Education

Matric

Job description

WNS (Holdings) Limited (ADR) in Cape Town is looking for a Senior Operations Manager to lead a team focused on delivering excellent customer experiences. Responsibilities include managing performance, fostering an engaged team environment, and ensuring compliance with regulatory standards.

The ideal candidate should have a Matric qualification and 5 years of experience in a similar role, preferably within a contact center or BPO setup. Strong leadership and coaching skills are essential for success in this position.