General Manager - Operations (BPO)

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.

Job Description

Operational Management:

• 10+ Years of cross sites mid to large scale operational experience
• Oversee daily operations and ensure that all processes and services are delivered efficiently and meet client requirements.
• Monitor performance metrics and implement strategies to improve productivity, quality, and client satisfaction
• Ensure adherence to established policies, procedures, and service level agreements (SLAs).

Team Leadership and Development:

• Lead, mentor, and develop Operations leaders and staff, fostering a positive and collaborative work environment.
• Conduct regular performance reviews for Senior leadership, provide feedback, and create development plans for team members.

Client Relationship Management:

• Serve as the primary point of contact for clients, addressing any issues or concerns promptly and professionally.
• Build and maintain strong client relationships to ensure long-term satisfaction and retention
• Regularly communicate with clients to provide updates on performance and discuss potential improvements.

Strategic Planning and Execution:

• Develop and implement operational strategies to achieve business goals and drive continuous improvement.
• Collaborate with executive management to set objectives and develop plans to achieve them.
• Identify opportunities for process optimization and cost savings.

Compliance and Risk Management:

• Ensure compliance with all regulatory requirements and internal policies.
• Identify and mitigate operational risks to protect the company and clients.
• Conduct regular audits and implement corrective actions as needed.

Reporting and Analytics:

• Prepare and present regular reports on operational performance, client satisfaction, and financial status
• Utilize data and analytics to identify trends, make informed decisions, and drive improvements.

Grade 12

• Utility domain knowledge required
• Good with MS office
• Client management
• Delivery of Service levels
• Proven experience in a managerial role at a Senior executive Level/Head of role at least 5 years
• Strong leadership, communication and interpersonal skills.
• Excellent problem solving and decision-making abilities.
• Attention to detail.
• Ability work work with stakeholders at a senior level