Senior Group Manager

1 week ago

Durban, South Africa WNS Global Services Full time

**Company Description**
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

The main purpose of this position, as part of the senior management, is to lead a team of Operation Managers with specialist functions and a span of +250FTE.

You are customer and client facing and strive to deliver excellent customer experience and deliver on sale targets.

You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.

Key Responsibilities
- Lead a team of operational leaders/managers
- Deliver contractual and commercial performance through cost and profitability management
- Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition
- Build excellent relationships both internally and externally at all levels
- Work with Quality, L&D, WFM, Recruitment, HR, Facilities and IT to deliver on expectations
- Ensure compliance to all relevant process and regulatory standards
- Control and minimise costs
- Drive continuous improvement and create value by delivering excellent customer experience

Knowledge, Skills and Attributes: - Leadership
- Change management
- Effective coaching skills
- Commercial acumen
- Planning and organizational skills
- MS Office at an advanced level

Essential - Minimum 5 years' operational experience in managing a contact center
- Minimum 3 years' operational experience at a Senior Leadership level within a service and sales contact center
- Experience in a contact center/BPO environment
- Thorough knowledge of contact center technology
- Computer literacy (MS Office) at advanced level (Outlook, Word, Excel, PowerPoint)

**Qualifications**
Essential
- Matric/Grade 12 Certificate with English and Mathematics Preferred
- Tertiary qualification in Contact Centre Management or similar
- Continuous Improvement E.g., Lean Six Sigma certification, Leadership Development,

**Additional Information**
Rotational Shifts

  • Training Group Manager

    2 weeks ago

    Durban North, South Africa SAFStarlite Group Full time

    Job Description VACANCY: Training Group Manager REPORTING TO: ATO Accountable Manager LOCATION: Durban Starlite Aviation Training Academy (Pty) Ltd has a requirement for a passionate, motivational and visionary leader to fill this position in Durban/Mossel Bay within the Starlite Group. The Training Group Manager will support the ATO Accountable Manager and...

  • Training Group Manager

    2 weeks ago

    Durban North, KwaZulu-Natal, South Africa SAFStarlite Group Full time R2 000 000 - R2 500 000 per year

    Job Description VACANCY: Training Group Manager REPORTING TO: ATO Accountable Manager LOCATION: Durban Starlite Aviation Training Academy (Pty) Ltd has a requirement for a passionate, motivational and visionary leader to fill this position in Durban/Mossel Bay within the Starlite Group. The Training Group Manager will support the ATO Accountable Manager...

  • Training Group Manager

    6 days ago

    Durban North, KwaZulu-Natal, South Africa SAFStarlite Group Full time R1 500 000 - R2 500 000 per year

    Job DescriptionVACANCY: Training Group ManagerREPORTING TO: ATO Accountable Manager LOCATION: DurbanStarlite Aviation Training Academy (Pty) Ltd has a requirement for a passionate, motivational and visionary leader to fill this position in Durban/Mossel Bay within the Starlite Group.The Training Group Manager will support the ATO Accountable Manager and...

  • Training Group Manager

    5 hours ago

    Durban North, South Africa SAF Starlite Group Full time

    Overview VACANCY: Training Group Manager REPORTING TO: ATO Accountable Manager LOCATION: Durban / Mossel Bay Starlite Aviation Training Academy (Pty) Ltd has a requirement for a passionate, motivational and visionary leader to fill this position in Durban / Mossel Bay within the Starlite Group. The Training Group Manager will support the ATO Accountable...

  • Senior IT Support Technician Mr Price Group

    3 days ago

    Durban, South Africa Mr Price Group Full time

    We’re hiring a passionate, **Senior IT Support Tech** to be a helping hand to our Mr Price Group head office users. As a senior tech in the support team, you would handle more complex and high profile issues and be involved with project rollouts. **what we’re looking for?** - IT Degree or Diploma or relevant tech certifications - 5+ years’ experience...

  • Managing Director

    5 days ago

    Durban, South Africa Mr Price Group Full time

    **Managing Director (MD)** **_ your purpose_** The Mr Price Group is looking for a transformational, strategic, visionary **Managing Director (MD)** for our Group Property division, reporting to the Mr Price Group Chief Executive Officer. Your purpose will be the overall accountability and leadership of a diverse team and function, which significantly...

  • Group Head of Employee Relations Mr Price Group

    1 week ago

    Durban, South Africa Mr Price Group Full time

    **Group Head of Employee Relations** **_ your purpose_** Mr Price Group is looking for a motivated and passionate partner, who will be responsible for the development, implementation and administration of compliant employee relations programs and policies to ensure that staffing strategies are aligned to corporate goals and that the relationship between...

  • Senior Facilities Manager

    2 weeks ago

    Durban, South Africa Tsebo Solutions Group Full time

    Join to apply for the Senior Facilities Manager role at Tsebo Solutions Group . Get AI-powered advice on this job and more exclusive features. Duties & Responsibilities Lead and manage hard and soft FM services in alignment with SLA and contract requirements. Drive organizational effectiveness through team structuring, training, and succession planning....

  • Senior Travel Consultant

    3 weeks ago

    Durban, South Africa Cullinan Holdings Limited Full time

    Thompsons Africa is a premier inbound destination management company specializing in seamless, fully-inclusive travel experiences across South and Southern Africa. With over three decades of expertise, we are the trusted partner for international travel agents and wholesalers seeking curated, high-touch journeys for their guests.If you:are passionate about...

  • Senior Inbound Group Travel Architect

    7 days ago

    Durban, South Africa Cullinan Holdings Limited Full time

    A reputable travel management company in Durban is seeking a Senior Travel Consultant for Inbound Groups. This role requires a passion for travel and extensive experience in creating group travel proposals. Candidates should have strong negotiation and communication skills, as well as in-depth knowledge of Southern Africa's travel landscape. Join a dynamic...