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.
Job Description
'• Direct and constantly improve Operations to ensure customer satisfaction, and improved chat efficiency• Meet, if not exceed all service levels through effective planning and forecasting• Coach, mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress• Synergize with other departments namely: Human Resources (HR), Training and Quality Assurance (TQA), Workforce (WFM), Finance and Administration, and Information Technology (IT) to ensure success• Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency• Conduct regular staff meetings to discuss the account’s status and progress keeping the management team abreast with the latest developments• Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service• Work with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships• Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees• Perform other duties and responsibilities that may be assigned from time to time• Envision the program’s future and implement plans, strategies and policies to guide and direct employees to achieve it• Supervise and coordinate the program’s operations and make sure employees have the resources needed to do their jobs• Establishing organizational compliance and control standards to ensure company staff follow ethical business practices• Building the program and company image through effective and progressive interaction with clients and other departments• Establish and maintain operational performance metrics based on identified service level agreements• Process improvement initiative for the account in line with company's goals and objectives• Create an executable framework for people development at all levels to create a pool of resources ready to take on new roles, challenges and responsibilities• Adherence to all company-related compliance details• Proactive communication and early engagement with new hire employees, and ensure overall employee satisfaction for the span'
Qualifications
Minimum requirement of at least 2 years with relevant experience as a Group Manager
Experience managing large teams (80-100) in an operations or account manager role in a complex, high-stress, target driven process and client facing environment'
Additional Information
Graveyard Shift