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.

Role Purpose 

The purpose of the Operations Trainer role is to deliver product and technical training into assigned operational business units.  The role is split into key focus areas, namely:

§    New starter training – the delivery of product and technical training to new starters as part of the on-boarding experience into the business. 
§    Refresher training – product and technical refresher training, including up-skilling and cross-skilling.
§    Assessments – carrying out product and technical skills assessments following the delivery of training.
§    Administration – maintaining accurate records for compliance and reporting purposes. 
 

Key Result Areas:

1.    Training Delivery

•    Conduct new starter training as well as refresher, up-skilling and cross skilling training.
-    Training delivered is practical and in-line with workplace requirements.
 

2.    Assessment

•    Assessments must be completed for all training events

•    Remedial support must be provided to all delegates prior to re-assessment.

3.    Administration

•    Capture learner records in line with WNS
requirements:
-    Complete Annual Training Reports;
-    Complete delegate attendance registers;
-    Update operational skills matrix.
-    Follow the Handover process 
-    Maintain Training Standard document 

Essential
•    Matric/Grade 12 Certificate 
Preferred
•    A relevant higher national certificate or diploma in training and development 

Experience Required

Essential
•    Minimum 2-3 years’ experience in the operational environment  
•    Computer literacy (MS Office) at an intermediate to advanced level - particularly MS Excel and MS Word.
Preferred
•    Training, coaching and / or mentoring experience 

Behavioral Traits Required (These are behaviors that differentiate the “Good” from the “Great” at WNS)

•    Self-motivated
•    Self-manageable 
•    Strong customer service orientation
•    Proactive
•    The ability to:
o    learn, understand and master new information and multiple processes quickly
o    deal with complexity
o    Communicate effectively  
o    take ownership and deliver results
•    A professional approach
•    Effective emotional intelligence (EQ)

Job-Related Knowledge, Competencies & Skills Required

Essential
•    High proficiency in delivering impact training and facilitation 
•    Strong planning, organizing and time management skills
•    High proficiency in verbal & written English 
•    Strong communication and interpersonal skills
•    High attention to detail and accuracy
•    Exceptional administrative skills
•    The ability to:
o    Work within a team
o    Communicate complex subjects clearly

Preferred
•    Basic content development skills

Other Specific Requirements

•    Must be able to travel between sites within allocated region as and when required

Additional Information

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