Senior Group Manager - Operations

About the role

WNS Global Services, a global Business Process Management (BPO) provider, is hiring a Senior Group Manager - Operations in Cape Town. As part of senior management, the role leads a team of operational leaders, is customer and client facing, and is accountable for designing, implementing and tracking a portfolio of improvement projects for the functional area.

Key responsibilities

• Lead a team of operational leaders
• Deliver contractual and commercial performance through cost and profitability management
• Create a high-performing, engaged team through coaching, performance management and recognition
• Build strong internal and external relationships at all levels
• Ensure compliance with process and regulatory standards
• Control and minimise costs
• Drive continuous improvement and deliver an excellent customer experience

Required profile

• Grade 12/Matric
• Proven track record of 5 years' experience as a senior operations manager
• Experience in a contact center/BPO environment
• Insurance industry experience is essential
• Afternoon and night shifts, Monday to Sunday (rotational); candidates must have fibre internet or live in a fibre-enabled area

Required skills

• Leadership and change management
• Effective coaching skills
• Commercial acumen
• Planning and organisational skills
• Advanced MS Office