Sr General Manager - Operations

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

Job summary

A leading BPO company is seeking a seasoned professional for the role of operational leader to manage service delivery and client satisfaction. This position requires over 12 years of BPO experience, with a focus on strategic management and operational excellence. Responsibilities include overseeing performance metrics, client relationships, and driving continuous improvement initiatives. Strong leadership and financial skills are essential for this role.

Qualifications

• 12+ years of BPO/contact center experience with 3 years in senior leadership.
• Experience managing multi-client operations preferred.
• Certification in Lean Six Sigma is an advantage.

Responsibilities

• Lead overall service delivery and operational performance.
• Build strong client partnerships and manage expectations.
• Ensure achievement of all KPIs and contractual obligations.
• Drive digital transformation and automation adoption.

Skills

Operational leadership in BPO environments

Client management

Analytical decision-making

Quality and performance metrics

Continuous improvement methodologies

People management

Financial acumen

Education

Bachelor’s degree in Business Administration

Job description

Job Description

This position is responsible for leading and managing multi-process BPO operations to deliver exceptional service performance, client satisfaction, and operational excellence. This role drives strategic execution, ensures service delivery compliance, and builds a high-performance culture aligned to client and organizational goals.

Key Responsibilities

Strategic Leadership

• Lead overall service delivery and operational performance for assigned business units and client accounts.
• Develop and execute operational strategies that align with company goals, client requirements, and growth objectives.
• Translate business vision into measurable action plans for teams across sites.
• Identify opportunities for process improvement, automation, and efficiency gains.

Client Relationship Management

• Act as the primary operational contact for key clients.
• Build strong, trust-based partnerships with clients through transparent communication and consistent delivery.
• Anticipate client needs and proactively offer solutions to improve satisfaction and retention.

Operational Delivery & Performance Management

• Ensure achievement of all contractualAs / KPIs.
• Oversee workforce management, capacity planning, and forecasting to optimize staffing and costs.
• Monitor process health through dashboards, root-cause analysis, and performance governance.
• Drive continuous improvement initiatives leveraging Lean, Six Sigma, or automation practices.

People Leadership & Development

• Lead large, multi-layered teams.
• Build a culture of accountability, ownership, and service excellence.
• Partner with HR and L&D to improve attrition, engagement, and talent development metrics.
• Coach and mentor next-level leaders for succession readiness.

Financial & Commercial Management

• Own P&L for assigned business units; manage revenue, cost, and profitability targets.
• Review and approve budgets, resource allocation, and cost optimization initiatives.
• Support pricing, contract renewals, and new business transitions in partnership with finance and business development.

Transition & Transformation

• Oversee smooth transitions of new processes or clients into operations.
• Partner with implementation and IT teams to ensure seamless knowledge transfer and ramp-up.
• Drive digital transformation and automation adoption to enhance customer experience and efficiency.

Governance & Compliance

• Ensure compliance with company policies, client requirements, and regulatory standards.
• Maintain operational risk controls and data security protocols.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or related field
• 12+ years of total BPO / contact center experience with at least 3 years in a senior operational leadership role
• Experience managing multi-client operations preferred
• Domain expertise in Utilities desirable
• Certification in Lean Six Sigma is an advantage

Required Skills & Competencies

• Strong operational leadership in large-scale BPO / contact center environments
• Proven client management and stakeholder communication skills
• Analytical and data-driven decision-making approach
• Strong understanding of workforce management, quality, and performance metrics
• Exposure to Lean, Six Sigma, or continuous improvement methodologies
• Excellent people management, coaching, and motivational skills
• Financial acumen with P&L management experience
• High adaptability and crisis management ability