Senior Transformation Consultant

2 weeks ago


Cape Town, Western Cape, South Africa WNS Global Services Full time
Job Title: Senior Consultant

WNS Global Services is seeking a highly skilled Senior Consultant to join our team. As a Senior Consultant, you will play a key role in driving process and customer experience improvement opportunities.

Key Responsibilities:
  • Deliver benefit as per contractual productivity agreement with the client
  • Delivery of Digital Transformation and Continuous Improvement initiatives as per the Transformation roadmap
  • Build curated, market leading transformation solutions for the client working with cross-functional teams (internal and external)
  • Adherence to internal protocol around project identification, execution etc. through design thinking workshops, due-diligence, re-imagining customer journeys, blueprinting activities etc. keeping in mind customer effort reduction, improving straight through processing etc.
  • Team/people management, talent development
  • Excel in developing strong stakeholder dialogue, across all levels (both WNS and client)
Qualifications:
  • Minimum academic qualification: Grade 12
  • Degree in similar field
  • 15 Years work experience
  • System working knowledge required: Basic Computer Knowledge (Citrix, ADUC, Windows OS, basic internet, and web-based applications)
  • Language proficiency (English) - Good/ Excellent
  • Should possess good analytical skills, communication, and negotiation skills.
  • Excellent knowledge of Excel, Word, Power point & 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 model, best in-class practices
  • Action and results oriented, self-driven person with high energy level, analytical and structured, quality focused and adaptable
  • Flexible and capable of domestic and international travel
Additional Information:

US NIGHT SHIFT HOURS



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