Retail Operations Team Lead

4 weeks ago


Centurion, Gauteng, South Africa WNS Global Services Full time
Job Title: Retail Operations Team Leader

WNS Global Services is seeking a highly skilled and experienced Retail Operations Team Leader to join our team. As a key member of our operations team, you will be responsible for managing the performance of our retail operations and support team to deliver outstanding customer experiences.

Main Responsibilities:

  • Manage the performance of the team to ensure delivery of outstanding customer experiences
  • Personally demonstrate the Customer First and modern luxury principles and lead their implementation by the team
  • Maintain audit processes to ensure data completeness and accuracy by the team
  • Motivate and support a high-performance team
  • Facilitate seamless and efficient interactions with related teams and all stakeholders
  • Communicate with the team to share information
  • Monitor and manage the performance of the team and individual members related to KPIs and achievement of objectives
  • Manage non-compliance, under-performance, and corrective actions
  • Manage the inductions of new team members
  • Coach individuals to develop their knowledge of products, technologies, systems, and processes
  • Manage succession into key roles to develop talented individuals
  • Monitor and action survey results in support of improved team performance and customer service excellence

Qualifications:

  • Customer First
  • Survey results
  • Cases and complaint management system
  • Proactive, authentic, transparent, personalized
  • Team
  • Team working with colleagues across the Business and Retailers/Agents
  • Staff attitude, sentiments, and retention
  • Financial
  • Transparent, accurate, and SMART incentive scheme administration
  • Resource scheduling
  • Ensure the correct resources are available during service delivery hours
  • KPIs
  • Achievement of the targets and KPIs for this team (to be agreed)

Competencies Required by the Role:

  • Competency level: Functional Manager/Senior Team Leader
  • Qualification: Higher education levels
  • Experience: Preferably automotive and modern luxury
  • High performing teams
  • Motivator and experience with the management of high-performance teams
  • Operational excellence
  • High EQ, excellent written and verbal skills, problem-solving, agile, self-driven
  • Excellent communicator
  • Financial focus
  • Thinks commercially to manage deals and resource requirements
  • Innovation and improvement
  • Drives consistent improvement and innovation


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