Transformation & Process Excellence Analyst

WNS Global Services; Cape Town; On-site; ZAR 240,000 - 300,000; Full time

Benefits offered by this job

Training & development

International exposure

Job summary

WNS Global Services in Cape Town is seeking a Process & Transition Analyst to drive transformation initiatives, streamline processes, and connect teams from frontline staff to senior leaders. You will uncover insights, manage communications, and deliver measurable improvements across projects.

You will collaborate with cross-functional teams, maintain accurate data in reports, and ensure adherence to SLAs and regulatory requirements while supporting international client engagements.

Qualifications

• Grade 12 / Matric certificate required.
• At least 1 year of experience in a contact centre environment or 12 months customer service experience.
• International contact centre experience will be advantageous.
• Strong command of written and spoken English is essential.
• Must have a clear credit and criminal record.

Responsibilities

• Act as a key liaison between department, leadership and stakeholders, communicating updates and initiatives.
• Deliver high-quality work against defined standards and deadlines.
• Take ownership of queries and deliverables, resolving issues while ensuring compliance with policies and regulatory requirements.
• Build and maintain relationships with internal teams and external stakeholders to support business objectives.

Skills

Communication skills

Stakeholder management

Process improvement

Customer service

Education

Grade 12 / Matric certificate

Job description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Ready to be part problem-solver, part change champion, and part transformation superhero?

As a Process & Transition Analyst, you'll be at the heart of exciting business change, working with everyone from frontline teams to senior leaders to make transformation happen. You'll uncover insights, connect the dots, streamline processes and turn challenges into opportunities.

Working within the Business Process Excellence and Transformation Team, you'll keep projects moving, stakeholders engaged and communications flowing. With your sharp analytical skills, strong organisation and people-first approach, you'll help turn complex ideas into simple solutions and successful outcomes.

If you love solving puzzles, thrive in a fast-paced environment, enjoy working with people, and get a kick out of seeing projects cross the finish line, this role has your name written all over it. Every project is a new adventure, every milestone is worth celebrating, and every day is a chance to make a real impact.

What You’ll Be Doing:

• Act as a key liaison between the department, leadership team and stakeholders, ensuring timely, accurate and effective communication of updates and initiatives.
• Deliver high-quality work against defined standards and deadlines, maintaining accuracy, efficiency, and attention to detail.
• Take ownership of departmental queries and deliverables, resolving issues professionally while ensuring full compliance with company policies and regulatory requirements.
• Build and maintain strong relationships with internal teams and external stakeholders to support business objectives, drive engagement, and foster a culture of continuous learning and improvement.
• Manage stakeholder and internal requests within agreed Service Level Agreements (SLAs), delivering an exceptional service experience.
• Maintain accurate and up-to-date information across departmental systems and tracking tools, proactively identifying and addressing information gaps.
• Ensure all stakeholder interactions, activitiesand outcomes are recorded accurately to support operational excellence, reportingand compliance.
• Prepare, analyse, and maintain departmental reports, providing meaningful insights to support decision-making and continuous improvement.
• Utilise Microsoft Office applications effectively, particularly Excel, PowerPoint, Wordand Outlookto support reporting, communication, and project coordination.
• Travel to local WNS sites and offices as required to support business initiatives, stakeholder engagement, and project activities.
• Undertake occasional national travel to WNS sites and offices to support transformation, collaboration and operational objectives.
• Support the successful delivery of business transformation and continuous improvement initiatives through effective coordination, communicationand stakeholder management.

What You Bring to the Role:

• A genuine passion for creating efficiencies, improving processes and delivering exceptional stakeholder experiences.
• Outstanding communication skills with a knack for active listening, asking the right questions, uncovering root causes and turning challenges into solutions.
• Have strong multitaskingand time management skills, with the ability to juggle competing priorities while keeping cool under pressure.
• Proven people management experience with the confidence and professionalism to engage and influence stakeholders at all levels of the organisation.
• Previous service, operationsor call centre experience within a BPO environment is essential.
• A natural relationship-builder who enjoys collaborating with diverse teams and bringing people together to achieve common goals.
• A proactive, solutions-focused mindset with the ability to embrace change, think creativelyand drive continuous improvement.
• Someone who thrives in a fast-paced environment, loves solving problemsand gets energised by making a real impact every day.
• A team player with a positive attitude, a sense of humourand the ability to celebrate both the big wins and the small victories along the way.

What Makes the Role Exciting:

• Training and development support
• Exposure to international clients & systems

If you're passionate about people, excited by transformation and love turning chaos into clarity while having a little fun along the way, we'd love to hear from you!

Qualifications

• Grade 12 / Matric certificate
• At least 1 year of experience in a contact centre environment or 12 months customer service experience
• International contact centre experience will be advantageous
• Strong command of written and spoken English is essential
• Must have a clear credit and criminal record

Additional Information

• Enjoy a healthy Monday to Friday work schedule with additional hours required from time to time to support business needs.
• Be part of a team that keeps things running.
• Our South African offices are located in Century City, Observatory, Claremont, and Newlandswith additional sites in Durban and Johannesburg.

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