Operations Manager - Durban - South Africa

WNS Global Services Inc. (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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

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 main function of this role is to drive performance and be fully accountable for deliverables.

Key responsibilities

•    Deliver operational targets and business strategy 

•    Create and drive strategic operating plan within own area of responsibility

•    Lead on projects that deliver cultural change and transformation within the business 

•    Manage change by ensuring teams are fully prepared through effective 

leadership, coaching and support

•    Support the team managers in leading their teams through periods of change

•    Work closely with Learning and Development to support the journey of new starters

•    Grow the business by delivering an increase in sales and value for the business 

•    Maintain excellent customer service

•    Execute strategies to improve the teams’ overall performance

•    Understand the resource and contingency arrangements

•    Conduct Performance reviews

•    Lead, coach and develop direct reports in a way that ensures their skills are being focused on generating high levels of KPI attainment, customer satisfaction and compliance. 

•    Identify opportunities to develop the skills, knowledge and behavior of each direct report. 

•    Manage staff attrition and address concerns in a proactive manner. 

•    Manage staff within the guidelines of company policies and procedures and in accordance with relevant legislation.     

Qualifications and experience

•    Matric qualification with English and Maths 

•    Relevant tertiary qualification advantageous

•    At least five years’ call centre experience with minimum three years in management capacity.  

•    Proven commercial acumen and strategic decision-making ability

•    Proven experience delivering enhanced performance, using motivational techniques and by developing people.

Knowledge, skills and attributes

•    Thorough understanding of what delivers great customer service

•    Thorough knowledge and understanding of all business and service centre key performance indicators. 

•    Management of a call centre operation.

•    Strong commercial acumen and effective decision making that will deliver business goals.

•    Creative with the ability to initiate incentives and campaigns to drive engagement and profitability.