Job Description

General Manager: Operations - Century CityCompany DescriptionWNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ 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 2003 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 4000+ 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.You will be fully responsible for all aspects of our Retail Client Operations. This will include: xe2x80xa2 Achieve and exceed all client KPIxe2x80x99s and manage the day to day relationship with our Retail Clients.You will lead the Customer Services and Sales Departments by creating and instilling a customer services sales culture in a customer centric and high-performance culture through effective management of people, metrics, and projects, with the objective of generating revenue and the retention of business.You will be the key point of all day to day contact, and will be responsible to hosting, and creating the Weekly, Monthly and Quarterly performance review decks and minutes. xe2x80xa2 Achieve WNS financial targets which include revenue, GC and GM targets.You will be required to report on these internally at least monthly, and be responsible for the creation of the monthly invoice.Achievement of these targets will include the approval of invoices for additional hardware, the management of attrition and the resultant unbilled time for new staff in training, and management of OPAS ratios to reduce unnecessary cost.You will be responsible for leakage audits including regular review of the headcount reports, variable payments made to staff (OT, ET, commissions). AWOL staff must be processed quickly, and all absence must be validated for authenticity.Ensuring you have a happy workforce. This will be done through the application of the WNS 5 People Promises and the embedding of SMARTOPS. Regular engagement activities are to take place, as well as a structured and advertised Engagement Calendar should be accessible to the staff. A newsletter is to sent out at least weekly to the floor.Team development and succession. You will develop a team of leaders that are fully aligned to the deliverance of these goals, are positive, and display the values and leader behaviours of WNS and Retail clients at all times. Performance reviews are to be completed at least monthly for this team, with development plans as needed. Reward and recognition of staff to be done through the effective use of LYS, LOC and variable pay models. .Governance and compliance. You will work your team to ensure all relevant CBTxe2x80x99s are completed in a timely manner. Regular local and global risk audits are completed on your operation; you will work with these teams to close all risks as quickly as possible, and to implement processes to reduce and remove these risks in the future.Essentialxe2x80xa2 Minimum 5 years' experience as a large contact center managerxe2x80xa2 Minimum 3 years' experience in operational sales and/or retentions xe2x80xa2 Thorough knowledge of contact center technologyxe2x80xa2 Computer literacy (MS Office) at advanced level (word, excel, PowerPoint)Preferredxe2x80xa2 Proven ability in managing a high performing environment in sales and/or retentionsxe2x80xa2 Contact Centre Leadership xe2x80xa2 People managementxe2x80xa2 Stakeholder managementxe2x80xa2 Report writing and report presentationxe2x80xa2 Online retail experienceOther Specific Requirementsxe2x80xa2 Rotational Shifts Monday to Sunday, public holidays, weekendsxe2x80xa2 Knowledge of Quality Assurance Management/Quality and Service Improvement methodologiesxe2x80xa2 Must be able to travel between WNS sites locally when requiredxe2x80xa2 Own transportQualificationsEssentialxe2x80xa2 Matric/Grade 12 Certificate Preferredxe2x80xa2 Tertiary qualification in Contact Centre Management or similarxe2x80xa2 Continuous Improvement E.g., Lean Six Sigma certificationAdditional InformationEssentialMinimum 5 years' experience as a large contact center managerMinimum 3 years' experience in operational sales and/or retentionsxe2x80xa2 Thorough knowledge of contact center technologyxe2x80xa2 Computer literacy (MS Office) at advanced level (word, excel, PowerPoint)Preferredxe2x80xa2 Proven ability in managing a high performing environment in sales and/or retentionsxe2x80xa2 Contact Centre Leadershipxe2x80xa2 People managementxe2x80xa2 Stakeholder managementxe2x80xa2 Report writing and report presentationxe2x80xa2 Online retail experienceOther Specific RequirementsRotational Shifts Monday to Sunday, public holidays, weekendsKnowledge of Quality Assurance Management/Quality and Service Improvement methodologiesMust be able to travel between WNS sites locally when required

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