Senior Group Manager - Operations - South Africa, Cape Town

Senior Group Manager - Operations - South Africa Full-time

We promise our employees to experience role clarity, coaching and mentoring, professional development and a 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 Responsibilities

Lead a team of operational leaders

Deliver contractual and commercial performance through cost and profitability management

Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition

Build excellent relationships both internally and externally at all levels

Ensure compliance to all relevant process and regulatory standards

Control and minimise costs

Drive continuous improvement and create value by delivering excellent customer experience

Knowledge, Skills and Attributes

Effective coaching skills

Planning and organizational skills

MS Office at an advanced level

Proven track record of 5 years’ experience as senior operations manager

Experience in a contact center/BPO environment

Insurance industry experience essential

Working Hours Afternoon and night shifts– Monday to Sunday (rotational shifts)

Candidates are required to have fibre or live in a fibre enabled area.

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