Senior Group Manager

2 weeks ago


Cape Town, Western Cape, South Africa WNS Global Services SA Full time
Job title : Senior Group Manager - OperationsJob Location : Western Cape, Cape TownDeadline : April 04, 2025Quick Recommended Links
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Job Description

WHAT YOU'LL BE RESPONSIBLE FOR

  • Operational Delivery
  • Deliver Contractual & Commercial
  • Performance
  • People Management
  • Create a High Performing, Highly Engaged Team
  • Stakeholder Management
  • Build Excellent Relationships, Internally & Externally, at all Levels
  • Compliance & Governance
  • Ensure Compliance to all Relevant Process & Regulatory Standards
  • Innovation
  • Drive Continuous Improvement & Create Value

OUR EXPECTATIONS OF YOU

  • Senior Contact Centre Manager - Utilities
  • Accountability & Responsibility
  • As part of the senior management team of Utilities Cape Town, you lead a team of operational leaders.
  • You are customer & client facing & strive to deliver excellent customer experience
  • You drive continuous improvement experiments through your team & harvest ideas
  • You manage costs & profitability through all available commercial levers
  • You drive the SBU & Client culture through effective communication, by continuously displaying the SBU habits & behave as a role model leader
  • You develop your people through effective coaching, performance management & drive a recognition culture
  • You support your operations colleagues to exceed client expectations on all levels at all times
  • You have robust & honest performance & behavioural conversations
  • You drive compliance in everything you doYou are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalism

HOW WE'LL MEASURE YOU

  • LeadershipESAT,
  • Absence & Attrition Management
  • Stakeholder Management
  • Voice of Client, 360 Feedback
  • Continuous Improvement
  • Invent, Design & Implement Projects that Create Tangible Value
  • Compliance
  • Meet all Required Compliance Measures both Internally & Externally
  • Operational Excellence
  • Client KPI Delivery, Commercial Delivery, Cost Management
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