WNS 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.

As part of the senior management team you will lead a team of operational leaders. You will be responsible for Operational delivery, Stakeholder Management, Compliance & Governance and Innovaiton.

You are customer & client facing & strive to deliver excellent customer experience

You drive continuous improvement experiments through your team & harvest ideas

You manage costs & profitability through all available commercial levers

You drive the ISBU & British Gas culture through effective communication, by continuously displaying the ISBU habits & behave as a role model leader

You develop your people through effective coaching, performance management & drive a recognition culture

You support your operations colleagues to exceed client expectations on all levels at all times

You have robust & honest performance & behavioural conversations

You drive compliance in everything you do

You are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalism

Grade 12 / Matric

Relevant tertiary qualification will be beneficial

Minimum 5 years experience as a manager in a large contact center environment

Thorough knowledge of contact center technology

MS Office at an advanced level