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Sr Director of Operations

4 weeks ago

Cape Town, South Africa WNS Full time

WNS Cape Town, Western Cape, South Africa Overview This position is responsible for leading and managing multi-process BPO operations to deliver exceptional service performance, client satisfaction, and operational excellence. This role drives strategic execution, ensures service delivery compliance, and builds a high-performance culture aligned to client and organizational goals. Key Responsibilities Strategic Leadership: Lead overall service delivery and operational performance for assigned business units and client accounts. Develop and execute operational strategies that align with company goals, client requirements, and growth objectives. Translate business vision into measurable action plans for teams across sites. Identify opportunities for process improvement, automation, and efficiency gains. Client Relationship Management: Act as the primary operational contact for key clients. Build strong, trust-based partnerships with clients through transparent communication and consistent delivery. Anticipate client needs and proactively offer solutions to improve satisfaction and retention. Operational Delivery & Performance Management: Ensure achievement of all contractual SLAs/KPIs. Oversee workforce management, capacity planning, and forecasting to optimize staffing and costs. Monitor process health through dashboards, root-cause analysis, and performance governance. Drive continuous improvement initiatives leveraging Lean, Six Sigma, or automation practices. People Leadership & Development: Lead large, multi-layered teams. Build a culture of accountability, ownership, and service excellence. Partner with HR and L&D to improve attrition, engagement, and talent development metrics. Coach and mentor next-level leaders for succession readiness. Financial & Commercial Management: Own P&L for assigned business units; manage revenue, cost, and profitability targets. Review and approve budgets, resource allocation, and cost optimization initiatives. Support pricing, contract renewals, and new business transitions in partnership with finance and business development. Transition & Transformation: Oversee smooth transitions of new processes or clients into operations. Partner with implementation and IT teams to ensure seamless knowledge