Senior Group Manager - Operations

• 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

Grade 12

• Proven track record of 5 years’ experience as senior operations manager in a multi-channel environment
• Experience in a contact center/BPO environment