Job Description

• 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 skillsCommercial acumen
• Planning and organizational skills
• MS Office at an advanced level

Qualifications

• Grade 12/Matric
• Proven track record of 5 years’ experience as senior operations manager
• Experience in a contact center/BPO environment