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Head of Delivery

1 week ago

Cape Town, Western Cape, South Africa WNS (Holdings) Limited (ADR) Full time

As BPM Process Leader, you will lead all aspects of operational delivery and growth for our US based biggest account, part of Insurance, in WNS Globally. You will make significant contributions to setting and shaping account Strategy cross multiple geographies, leading large and diverse teams, and devising innovative ways for us to grow and further our business for the account.

You will be responsible for providing leadership to multiple, diverse and complex account and will be responsible for operational excellence to achieve client SLA deliverables. You will also be responsible for the process delivery goals and implementation of the business, providing key input to account strategy and execution cross all locations.

Delivering commercial and financial outcomes inherent to the contracts under your stewardship is a key component of the role. Leadership of large teams of professionals, their development and the structure required to deliver excellent BPM services for the largest account is also essential.

Our senior leaders are assessed on outcomes based rating scales that take commercials and leadership behaviors into account. The following dimensions are continuously assessed individually and collectively as we aim to grow our organization:

  1. Operational performance
  2. Sustainable Business Growth
  3. Commercial performance
  4. People leadership
  5. Client relationships
  6. Innovation and value addition

A minimum of 10 years' experience in the CIS and/or insurance environment is required. Experience in managing large staff compliments and team structures (minimum 1,000 people in division) is also essential. A proven track record in managing and developing innovative customer care programmes is necessary.