WNS
General Manager - Operations (BPO)
Cape Town, NA, South Africa · On-site · Full-time
Posted over 6 months ago: check it’s still open
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About the role
Description from the employer’s posting. Check the employer’s page for the current version.
- EmployerWNS
- LocationCape Town, NA, 7441, South Africa
- Work styleOn-site
- Employment typeFull-time
- Employer posted
Job Description
Operational Management:
- 10+ Years of cross sites mid to large scale operational experience
- Oversee daily operations and ensure that all processes and services are delivered efficiently and meet client requirements.
- Monitor performance metrics and implement strategies to improve productivity, quality, and client satisfaction
- Ensure adherence to established policies, procedures, and service level agreements (SLAs).
Team Leadership and Development:
- Lead, mentor, and develop Operations leaders and staff, fostering a positive and collaborative work environment.
- Conduct regular performance reviews for Senior leadership, provide feedback, and create development plans for team members.
Client Relationship Management:
- Serve as the primary point of contact for clients, addressing any issues or concerns promptly and professionally.
- Build and maintain strong client relationships to ensure long-term satisfaction and retention
- Regularly communicate with clients to provide updates on performance and discuss potential improvements.
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Strategic Planning and Execution:
- Develop and implement operational strategies to achieve business goals and drive continuous improvement.
- Collaborate with executive management to set objectives and develop plans to achieve them.
- Identify opportunities for process optimization and cost savings.
Compliance and Risk Management:
- Ensure compliance with all regulatory requirements and internal policies.
- Identify and mitigate operational risks to protect the company and clients.
- Conduct regular audits and implement corrective actions as needed.
Reporting and Analytics:
- Prepare and present regular reports on operational performance, client satisfaction, and financial status
- Utilize data and analytics to identify trends, make informed decisions, and drive improvements.
Grade 12
- Utility domain knowledge required
- Good with MS office
- Client management
- Delivery of Service levels
- Proven experience in a managerial role at a Senior executive Level/Head of role at least 5 years
- Strong leadership, communication and interpersonal skills.
- Excellent problem solving and decision-making abilities.
- Attention to detail.
- Ability work work with stakeholders at a senior level
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At a glance
- Work styleOn-site
- Employment typeFull-time
- SeniorityMid level
- Employer posted
- Added to ROLIVA
- Last checked