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 team 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
Additional Information
Working hours are UK hours, Monday to Saturday.
