Business Process Improvement Specialist

6 days ago


Cape Town, Western Cape, South Africa WNS Global Services Full time
Job Description:

We are seeking a highly skilled

Business Process Improvement Specialist

to join our team at WNS Global Services.

As a key member of our customer service team, you will be responsible for identifying and communicating barriers to performance/service delivery to our operational leaders.

You will contribute in regular meetings with team leaders and agents in regards to efficiencies and conduct analysis and insights based on consolidated data to enhance process improvements.

Additionally, you will share best practice between teams to support operational efficiencies and continually examine opportunities for improvements and adherence to schedule.

Key responsibilities include:

  • Operational Excellence
  • Identifying and communicating barriers to performance/service delivery to the operational leaders
  • Contribute in regular meetings with team leaders and agents in regards to efficiencies
  • Conduct analysis and insights based on consolidated data to enhance process improvements
  • Share best practice between teams to support operational efficiencies
  • Continually examine opportunities for improvements and adherence to schedule
  • Support team when needed maintain product knowledge through call taking
  • Will be required to take calls
  • Development Journey
  • Agile training through Quality feedback sessions
  • Training employees in systems and products when required
  • Working closely with Operations Support, Training & HR to support the new starter journey

Qualifications:

A Matric/Grade 12 Certificate or equivalent.

A minimum of 3 years insurance experience.

Additional Information:

JOB-RELATED KNOWLEDGE, SKILLS & COMPETENCIES REQUIRE

Key Requirements:

  • Proficiency in the following Microsoft packages (Word, Excel & Outlook)
  • Excellent interpersonal and communication skills
  • Strong numerical ability
  • Strong administrative and organizational skills
  • Customer centricity
  • High attention to detail and accuracy
  • Other factors that will be considered:
    • Engagement
    • Communication skills
    • Problem Solving
    • Planning & Organizing
    • Risk Management
    • Incident Management
    • Data Analysis
    • Stakeholder Management
    • Client Communication
    • Report writing
    • Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
    • Attention to detail

Other Specific Requirements:

  • Own vehicle with a valid driver's licence
  • Must be able to travel across multiple sites
  • Must be able to work evening hours
  • Afternoon and night shifts – Monday to Sunday (rotational shifts)
  • Candidates are required to have fibre or live in a fibre enabled area.


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