Transformation Consultant

3 days ago


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

Key Responsibilities:

  • Identify opportunities for process and customer experience improvement
  • Deliver benefits as per contractual productivity agreements with clients
  • Drive Digital Transformation and Continuous Improvement initiatives
  • Develop curated, market-leading transformation solutions for clients
  • Adhere to internal protocols for project identification, execution, and design thinking workshops
  • Manage teams and develop talent
  • Excel in stakeholder dialogue across all levels

Qualifications:

  • Minimum academic qualification: Grade 12
  • Degree in a similar field
  • 15 years of work experience
  • System working knowledge: Basic Computer Knowledge (Citrix, ADUC, Windows OS, basic internet, and web-based applications)
  • Language proficiency (English): Good/Excellent
  • Good analytical skills, communication, and negotiation skills
  • Excellent knowledge of Excel, Word, PowerPoint, and Minitab
  • Certified Blackbelt - Project management and design thinking practitioner
  • P&C Insurance experience
  • Well-versed with contact center digital platforms across tools, technologies, automation, analytics, etc.
  • Experience in driving Contact Center Transformation using digital technologies
  • Experience in managing design thinking workshops to re-imagine customer journeys, future operating models, and best-in-class practices
  • Action and results-oriented, self-driven person with high energy levels, analytical, and structured, quality-focused, and adaptable
  • Flexible and capable of domestic and international travel


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