Job Description

Group Manager - Operations - DurbanCompany 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.An exciting opportunity for a Group Manager : Operations has just become available in one of our UK Campaigns. We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of team Leaders to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.Accountability & ResponsibilityAs part of the senior management team of you lead a specialist functionYou are customer & client facing & strive to deliver excellent customer experienceYou are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional areaYou drive the ISBU culture through effective communication, by continuously displaying the ISBU habits & behave as a role model leaderYou develop people's knowledge of your functional area to benefit the business & the clientYou support your operations colleagues to exceed client expectations on all levels at all timesYou remain at the leading edge of knowledge for your area of functional expertiseYou are accountable for risk management & compliance for your functional areaYou share your knowledge & best practice to improve performanceYou deliver business intelligence & insight for your functional areaYou are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalismComplianceEnsure Compliance to all Relevant Process & Regulatory StandardsContinuous Improvement Design & Deliver Change Initiatives & ProjectsSubject Matter Expertise Maintain Extensive Skill & Knowledge in Your Specialist FieldFunctional Delivery & Optimization Ownership & Development of Your FunctionalAreaKnowledge, Skills and Attributes:LeadershipChange managementEffective coaching skillsCommercial acumenPlanning and organizational skillsMS Office at an advanced levelKey responsibilities:Operational DeliveryDeliver contractual and commercial performance through cost and profitability managementPeople ManagementCreate a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognitionCompliance & GovernanceEnsure compliance to all relevant process and regulatory standardsCost ManagementControl and minimise costsInnovationDrive continuous improvement and create value by delivering excellent customer experienceQualificationsQualifications and ExperienceMinimum requirement : MatricCustomer service experienceUK Utility call center experience advantageousRequired Skills:Computer literacy (Essential).Proficient in MS Word, Email and good typing speed (Essential).Excellent verbal and written English communication skills (Essential)Additional InformationUk Shifts

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