Lead Associate - Operations

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

The Legal and Case escalation specialist acts as the critical interface between the CRC and the Legal & Compliance Department, as well as the support for the Customer Experience Manager. The role is responsible for managing multiple priorities, escalated matters involving legal or compliance concerns, ensuring accurate and timely communication, risk identification, documentation preparation, coordinate communication, conduct basic legal research as input into case file, submission of case management files, case follow ups, proactive escalation of matters to relevant stakeholders, coordinating with dealer network and internal stakeholders on escalated cases and buyback processes and overall support for both the business and legal functions.

The candidate must demonstrate strong analytical, attention to detail and high degree of accuracy, administrative, strong written and verbal communication skills to effectively manage legal liaison responsibilities in a high-volume customer service environment.

Experience in compliance, Paralegal background would be preferred.

Essential

• Matric
• Fluent in English and at least 1 African languages (Sotho, Zulu)
• Exposure to legal administration & customer service

Preferred

• Tertiary qualification in legal administration, paralegal studies, compliance, or customer service (preferred).
• Minimum 3 years’ experience in a customer facing environment involving escalations or complaints.