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.

At least 6+ years in the Service Industry, managing Contact Center operations (Voice+ Non-Voice) and large teams in 100+ people. The incumbent should have experience in Client Management, SLA Management, Transformation Projects and Transitions.

Scope of Work / Area of Influence: Independently manage Client Relationship and ensure continual value add to client business through Operational Excellence & Digital Transformation.

Key Accountabilities:

o    Ensuring 100% target are met month on month

o    Managing headcount requirements against budget 

o    Consultative Approach to drive transformation in the client business processes

o    Managing performance of team and driving them

o    Client & Account Management

o    SLA/ KPI Management

o    People Management

Job Responsibilities:

o    Hiring, Retain and development of best talent in the industry

o    Ensure implementation and continuous improvement of quality systems/procedures

o    Strategize and implement Continuous Improvement in the existing client’s business Processes.  

o    Maintaining 100% customer satisfaction Index

o    Should have the ability to view one’s own functional area in the wider context of the Client and the company

o    Is able to set targets and develop courses of action to achieve the target for self and team members

o    Ensure Succession planning across levels and build redundancy and resilience in the system in the interest of the client and the company.

o    Liaise and work closely with other support function to achieve organisational goals

o    Uphold Company Vision and Values

o    Ensuring all support functions are working towards meeting the process goal.

Personal Attributes:

o    Excellent Communication Skills (Written & Verbal)

o    Excellent Presentation Skills/ Sound knowledge of MS office

o    Excellent Leadership & Man Management & Decision-Making skills

o    Strong Customer Focus & Good knowledge of the industry

o    Self-Starter with high energy level and ability to handle diverse work pressure and stress

o  Attention to detail 

Graduate / Post Graduate in Management

Must be able to work the following operational hours:

·          5 days a week, Monday to Friday 7am till 8pm, rotational shifts, and standby on weekends

·          SA Public holidays