Transformation & Process Analyst: Shape Change & Impact

WNS; Cape Town; On-site; ZAR 300,000 - 540,000; Full time

Benefits offered by this job

Training and development support

Exposure to international clients

Job summary

WNS, part of Capgemini, seeks a Process & Transition Analyst to drive transformation with frontline teams and senior leaders. You will uncover insights, streamline processes and turn challenges into opportunities within the Business Process Excellence and Transformation Team.

You will communicate updates, deliver timely results, and maintain stakeholder engagement as part of a dynamic, fast-paced environment.

Qualifications

• Strong command of written and spoken English.
• 1 year of experience in a contact centre or 12 months customer service experience.
• International contact centre experience is advantageous.
• Must have a clear credit and criminal record.

Responsibilities

• Act as a key liaison between department, leadership and stakeholders to communicate updates.
• Deliver high-quality work against defined standards and deadlines.
• Own departmental queries and deliverables with professional issue resolution.
• Build relationships with internal teams and external stakeholders to support objectives.
• Manage stakeholder requests within SLAs and provide excellent service.
• Maintain accurate information across systems and tracking tools.

Skills

Communication

Multitasking

Stakeholder management

English proficiency

Teamwork

Education

Grade 12 / Matric

Tools

MS Office

CRM systems

Job description

WNS, part of Capgemini, seeks a Process & Transition Analyst to drive transformation with frontline teams and senior leaders. You will uncover insights, streamline processes and turn challenges into opportunities within the Business Process Excellence and Transformation Team.

You will communicate updates, deliver timely results, and maintain stakeholder engagement as part of a dynamic, fast-paced environment.