Job Description

Company Description
WNS (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.

This position is responsible for leading and managing multi-process BPO operations to deliver exceptional service performance, client satisfaction, and operational excellence. This role drives strategic execution, ensures service delivery compliance, and builds a high-performance culture aligned to client and organizational goals.
Key Responsibilities:
1. Strategic Leadership

• Lead overall service delivery and operational performance for assigned business units and client accounts.
• Develop and execute operational strategies that align with company goals, client requirements, and growth objectives.
• Translate business vision into measurable action plans for teams across sites.
• Identify opportunities for process improvement, automation, and efficiency gains.

2. Client Relationship Management

• Act as the primary operational contact for key clients.
• Build strong, trust-based partnerships with clients through transparent communication and consistent delivery.
• Anticipate client needs and proactively offer solutions to improve satisfaction and retention.

3. Operational Delivery & Performance Management

• Ensure achievement of all contractual SLAs/KPIs.
• Oversee workforce management, capacity planning, and forecasting to optimize staffing and costs.
• Monitor process health through dashboards, root-cause analysis, and performance governance.
• Drive continuous improvement initiatives leveraging Lean, Six Sigma, or automation practices.

4. People Leadership & Development

• Lead large, multi-layered teams.
• Build a culture of accountability, ownership, and service excellence.
• Partner with HR and L&D to improve attrition, engagement, and talent development metrics.
• Coach and mentor next-level leaders for succession readiness.

5. Financial & Commercial Management

• Own P&L for assigned business units; manage revenue, cost, and profitability targets.
• Review and approve budgets, resource allocation, and cost optimization initiatives.
• Support pricing, contract renewals, and new business transitions in partnership with finance and business development.

6. Transition & Transformation

• Oversee smooth transitions of new processes or clients into operations.
• Partner with implementation and IT teams to ensure seamless knowledge transfer and ramp-up.
• Drive digital transformation and automation adoption to enhance customer experience and efficiency.

7. Governance & Compliance

• Ensure compliance with company policies, client requirements, and regulatory standards.
• Maintain operational risk controls and data security protocols.

Qualifications
Qualifications & Experience:

• Bachelor's degree in Business Administration, Operations Management, or related field
• 12+ years of total BPO / contact center experience with at least 3 years in a senior operational leadership role
• Experience managing multi-client operations preferred
• Domain expertise in Utilities desirable
• Certification in Lean Six Sigma is an advantage

Required Skills & Competencies:

• Strong operational leadership in large-scale BPO / contact center environments
• Proven client management and stakeholder communication skills
• Analytical and data-driven decision-making approach
• Strong understanding of workforce management, quality, and performance metrics
• Exposure to Lean, Six Sigma, or continuous improvement methodologies
• Excellent people management, coaching, and motivational skills
• Financial acumen with P&L management experience
• High adaptability and crisis management ability

Skills Required