Senior Group Manager - Operati
The main purpose of this position as part of the senior management is to lead a team with specialist function. You are customer & client facing & strive to deliver excellent customer experience. You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.
Key Responsibilities
- Lead a team of operational leaders
- Deliver contractual and commercial performance through cost and profitability management
- Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition
- Build excellent relationships both internally and externally at all levels
- Ensure compliance to all relevant process and regulatory standards
- Control and minimise costs
- Drive continuous improvement and create value by delivering excellent customer experience
Matric
Knowledge, Skills and Attributes:
- Leadership
- Change management
- Effective coaching skills
- Commercial acumen
- Planning and organizational skills
- MS Office at an advanced level
- Knowledge of AI tools
Experience
- Grade 12/Matric
- Proven track record of 5 years’ experience as senior operations manager
- Experience in a contact center/BPO environment