Job Description

Operations Manager - Cape TownFull job descriptionCompany DescriptionWNS Global Services Inc. (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. Globally, the group's over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.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.The main purpose of this position as part of the senior management is to lead a team with specialist function. You are customer & client facing & strive to deliver excellent customer experience. You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.Key ResponsibilitiesDeliver contractual and commercial performance through cost and profitability managementCreate a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognitionEnsure compliance to all relevant process and regulatory standardsControl and minimise costsDrive continuous improvement and create value by delivering excellent customer experience Knowledge, Skills and Attributes:LeadershipChange managementEffective coaching skillsCommercial acumenPlanning and organizational skillsMS Office at an advanced levelQualificationsGrade 12/MatricProven track record of 3 years' experience in a as operations managerExperience in a contact center/BPO environmentInsurance industry experience essentialAdditional InformationAfternoon and night shifts - Monday to Sunday (rotational shifts)Candidates are required to have fibre or live in a fibre enabled area.

Skills Required