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