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28 Sep
2021
Full-Time Group Manager – Ops by WNS Global Services
Job Description
Accountability & Responsibility
- As part of the senior management team of you lead a specialist function
- You are customer & client-facing & strive to deliver an excellent customer experience
- You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area
- You drive the ISBU culture through effective communication, by continuously displaying the ISBU habits & behave as a role model leader
- You develop people’s knowledge of your functional area to benefit the business & the client
- You support your operations colleagues to exceed client expectations on all levels at all times
- You remain at the leading edge of knowledge for your area of functional expertise
- You are accountable for risk management & compliance for your functional area
- You share your knowledge & best practice to improve performance
- You deliver business intelligence & insight for your functional area
- You are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalism
Compliance
- Ensure Compliance to all Relevant Process & Regulatory Standards
- Continuous Improvement Design & Deliver Change Initiatives & Projects
- Subject Matter Expertise Maintain Extensive Skill & Knowledge in Your Specialist Field
- Functional Delivery & Optimization Ownership & Development of Your Functional
- Area
Knowledge, Skills and Attributes:
- Leadership
- Change management
- Effective coaching skills
- Commercial acumen
- Planning and organizational skills
- MS Office at an advanced level
Key responsibilities:
Operational Delivery
- Deliver contractual and commercial performance through cost and profitability management
People Management
- Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management, and recognition
Compliance & Governance
- Ensure compliance to all relevant process and regulatory standards
Cost Management
- Control and minimise costs
Innovation
- Drive continuous improvement and create value by delivering excellent customer experience
Qualifications
Qualifications and Experience
• Minimum requirement : Matric
• Customer service experience
• UK Utility call center experience advantageous
Required Skills:
• Computer literacy (Essential).
• Proficient in MS Word, Email and good typing speed (Essential).
• Neutral accent with excellent verbal and written English communication skills (Essential)
How to Apply
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