WNS (Holdings) Limited (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. 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.

Roles & Responsibilities:

Assistant Manager will manage team of 15-25 staff and will be responsible for day-to-day operations.

This role also requires him/her to liaise with the clients on a daily/weekly basis and ensure contractual

deliverables are met.

Drive team performance, KPI management, reporting, absenteeism, attrition, etc.

Manage customer/client escalations effectively as per guidelines.

Understand customer queries, feedback and respond in a positive manner.

Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.

Should be flexible to work in Hybrid model or office as specified by business / process

Hiring, retaining and development of best talent in the industry

Liaise and work closely with other support function to achieve organizational goals
 

Skills required:

Demonstrated leadership ability and excellent people management skills.

Knowledge and experience in organizational effectiveness and operations management

Excellent computer skills and proficient in Excel, Word, Outlook, and Access

Excellent communication skills both verbal and written

Excellent interpersonal skills and a collaborative management style

A demonstrated commitment to high professional ethical standards in a diverse workplace

Open to direction and Collaborative work style and commitment to get the job done

High comfort level working in a diverse environment

Solutions mind-set, passion to drive better customer experience.

Ability to adapt self with the team in-case of adversity, business challenges/requirement.

High attention to detail and accuracy

Result driven team player

Effective negotiation, influencing and persuasion skills

Adherence to work flows in ensuring WNS remains compliant with all relevant process and regulatory

Standards

Grade 12

US Night Shift role