Senior Group Manager - Operations - South Africa

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:

·         Leadership

·         Change management

·         Effective coaching skills

·         Commercial acumen

·         Planning and organizational skills

·         MS Office at an advanced level

·         Grade 12/Matric

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

·         Experience in a contact center/BPO environment

·         Insurance industry experience essential

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

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