Team Leader

3 months ago

Durban, South Africa WNS Global Services Full time

Company Description

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 Delivery**
- Exceeding client targets and customer expectations at all times
- Create and deliver all required reports for this level
- Deliver contractual and commercial performance through cost and profitability management
- Handling escalations and complaints
- Completing Quality Assessments as required and providing feedback and coachingInnovation
- Drive continuous improvement and create value by delivering excellent customer experience

**People Management**
- Create a high-performing, highly-engaged team through modelling desired WNS leadership behaviours, effective coaching, performance management and recognition

**Qualifications**:

- Experience in process ownership & improvement; The ability to:

- Be agile and able to adapt to change quickly, in a fast-paced environment;
- Behave in a professional manner and with absolute discretion in all situations;
- Priorities and manage work flow;
- Analyze, validate and interpret data / reports;
- Resolve conflict situations amicably;
- Multi-task, work under pressure and cope with high volumes of work;
- Cope with pressures and setbacks;
- Manage and improve processes.

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