General Manager - Operations (BPO)

About the role

WNS South Africa, a Business Process Outsourcing (BPO) provider with eight delivery centres across the country and more than 4,000 employees, is looking for a General Manager - Operations (BPO) in Cape Town. The role oversees daily operations, leads operations teams and acts as the main point of contact for clients.

Key responsibilities

• Operational management: oversee daily operations so that processes and services meet client requirements, monitor performance metrics and implement strategies to improve productivity, quality and client satisfaction, and ensure adherence to policies, procedures and SLAs.
• Team leadership: lead, mentor and develop operations leaders and staff, run regular performance reviews for senior leadership and create development plans for team members.
• Client relationship management: act as the primary point of contact for clients, build and maintain long-term relationships, and regularly update clients on performance and improvements.
• Strategy: develop and implement operational strategies, collaborate with executive management on objectives, and identify process optimisation and cost-saving opportunities.
• Compliance and risk: ensure regulatory and internal policy compliance, identify and mitigate operational risks, and carry out regular audits with corrective actions.
• Reporting and analytics: prepare and present regular reports on operational performance, client satisfaction and financial status, using data to drive improvements.

Required profile

• Grade 12.
• At least 10 years of cross-site mid to large-scale operational experience.
• Proven experience in a senior executive or Head of role for at least 5 years.
• Knowledge of the utility domain.
• Ability to work with senior-level stakeholders.

Required skills

• Good with MS Office.
• Client management and delivery of service levels.
• Strong leadership, communication and interpersonal skills, problem-solving and attention to detail.