General Manager - Operations

About the role

WNS, part of Capgemini, is an agentic AI-powered provider of intelligent operations and transformation services, serving more than 700 clients across 10 industries. As part of the senior leadership team, the General Manager - Operations leads a team of operational leaders, develops and implements strategies to maximise profits while keeping quality at an acceptable level, and improves the supply chain to affect cost, quality and delivery time. The role is based in Cape Town.

Key responsibilities

• Operational delivery: deliver contractual and commercial performance
• Manage costs and profitability through all available commercial levers
• Promote commercial performance by achieving revenue and margin targets and new business growth
• People management: ensure high-performing, engaged teams, coach and manage performance, and foster a recognition culture
• Help operations colleagues exceed client expectations and hold honest performance and behavioural conversations
• Stakeholder management: build strong internal and external relationships and deliver an excellent customer experience
• Compliance and governance: ensure compliance with process and regulatory standards and promote risk management
• Innovation: drive continuous improvement experiments and harvest ideas from the team

Required profile

• Relevant tertiary degree
• 7+ years of senior management experience in a call centre environment