Senior Operations Manager

1 week ago


Cape Town, Western Cape, South Africa WNS (Holdings) Limited (ADR) Full time
Senior Operations Manager - Utilities Contact Centre
  • Full-time

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.

WHAT YOU'LL BE RESPONSIBLE FOR:

  1. Operational Delivery
  2. Deliver Contractual & Commercial Performance
  3. People Management
  4. Create a High Performing, Highly Engaged Team
  5. Stakeholder Management
  6. Build Excellent Relationships, Internally & Externally, at all Levels
  7. Compliance & Governance
  8. Ensure Compliance to all Relevant Process & Regulatory Standards

OUR EXPECTATIONS OF YOU:

  1. Accountability & Responsibility
  2. Lead a team of operational leaders as part of the senior management team of Utilities Cape Town.
  3. Customer & client facing with a strive to deliver excellent customer experience.
  4. Drive continuous improvement experiments through your team & harvest ideas.
  5. Manage costs & profitability through all available commercial levers.
  6. Drive the SBU & Client culture through effective communication, displaying the SBU habits & behaving as a role model leader.
  7. Develop your people through effective coaching, performance management & drive a recognition culture.
  8. Support your operations colleagues to exceed client expectations on all levels at all times.
  9. Engage in robust & honest performance & behavioural conversations.
  10. Drive compliance in everything you do.
  11. Be emotionally aware of yourself & others, handling interactions with authenticity, empathy & professionalism.

HOW WE'LL MEASURE YOU:

  1. Leadership ESAT
  2. Absence & Attrition Management
  3. Stakeholder Management
  4. Voice of Client, 360 Feedback
  5. Invent, Design & Implement Projects that Create Tangible Value
  6. Compliance - Meet all Required Compliance Measures both Internally & Externally
  7. Operational Excellence - Client KPI Delivery, Commercial Delivery, Cost Management

HABITS WE WANT YOU TO PRACTICE:

  1. I Make Recognition A Priority
  2. I Seize Accountability
  3. I Am Brave Enough To Challenge
  4. I Start Projects With the End in Mind
  5. I Listen to Ideas & Encourage Innovation
  6. I Develop My People Through Empowering & Supporting Them
  7. I Leverage Knowledge & Experience Through Collaboration
  8. I Provide Solutions Not Problems
  9. I Work Smarter Not Harder
  10. I Lead With Consistency
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