Senior Group Manager – Operations

About the role

WNS is seeking a Senior Group Manager to lead a team of operational leaders in its contact‑center/BPO business. The role is client‑facing and focuses on delivering excellent customer experience while managing cost, profitability and compliance.

Key responsibilities

• Lead a team of operational leaders and ensure high performance.
• Deliver contractual and commercial performance through cost and profitability management.
• Create a high‑performing, highly‑engaged team through coaching, performance management and recognition.
• Build strong internal and external relationships at all levels.
• Ensure compliance with all relevant process and regulatory standards.
• Control and minimise operational costs.
• Drive continuous improvement and create value by delivering excellent customer experience.

Required profile

• Matric (Grade 12) qualification.
• Minimum 5 years’ experience as a senior operations manager.
• Proven track record in a contact‑center/BPO environment.
• Strong leadership, change‑management and coaching abilities.
• Commercial acumen and solid planning/organisational skills.

Required skills

• Advanced proficiency in MS Office.
• Knowledge of AI tools.