Senior Consultant

6 months ago


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

- Identify process and customer experience improvement opportunities

- Responsible to 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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