Senior Group Manager – Operations Lead Associate – Transactional Quality

Western Cape, Full Time

Job Description

The main purpose of this position as part of the senior management is to lead a team with specialist function.
You are customer & client facing & strive to deliver excellent customer experience.
You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.

Key Responsibilities·

Lead a team of operational leaders·
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·
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

Qualifications

Grade 12/Matric·
Proven track record of 5 years’ experience as senior operations manager·
Experience in a contact center/BPO environment·

Additional Information

UK Shifts

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Skills: