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Cape Town

    Senior Group Manager - Cape Town, South Africa - WNS Global Services

    WNS Global Services
    WNS Global Services Cape Town, South Africa

    20 hours ago

    WNS Global Services background
    Description
    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

    · Insurance industry experience essential

    Additional Information

    Afternoon and night shifts – Monday to Sunday (rotational shifts)

    Candidates are required to have fibre or live in a fibre enabled area.

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