Retail Operations Team Lead
4 weeks ago
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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