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.

An exciting opportunity for a Group Manager : Operations has just become available in our UK Campaign.

We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Team Leaders to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

Job Description

Accountability & Responsibility
As part of the senior management team of you lead a 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
You drive the ISBU culture through effective communication, by continuously displaying the ISBU habits & behave as a role model leader
You develop people's knowledge of your functional area to benefit the business & the client
You support your operations colleagues to exceed client expectations on all levels at all times
You remain at the leading edge of knowledge for your area of functional expertise
You are accountable for risk management & compliance for your functional area
You share your knowledge & best practice to improve performance
You deliver business intelligence & insight for your functional area
You are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalism

Compliance
Ensure Compliance to all Relevant Process & Regulatory Standards
Continuous Improvement Design & Deliver Change Initiatives & Projects
Subject Matter Expertise Maintain Extensive Skill & Knowledge in Your Specialist Field
Functional Delivery & Optimization Ownership & Development of Your Functional
Area

Knowledge, Skills and Attributes:

Leadership

Change management

Effective coaching skills

Commercial acumen

Planning and organizational skills

MS Office at an advanced level

Key responsibilities:

Operational Delivery

Deliver contractual and commercial performance through cost and profitability management

People Management

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

Compliance & Governance

Ensure compliance to all relevant process and regulatory standards

Cost Management

Control and minimise costs

Innovation

Drive continuous improvement and create value by delivering excellent customer experience

Qualifications and Experience
• Minimum requirement : Matric
• Customer service experience
• UK  Utility call center experience advantageous

Required Skills:
• Computer literacy (Essential).
• Proficient in MS Word, Email and good typing speed (Essential).
• Neutral accent with excellent verbal and written English communication skills (Essential)