Group Manager - Operations - Cape Town City Centre
WNS Global Services
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 WNS is looking for a Group Manager to lead a group of Team Leaders for a client in the Retail sector. This role will be focussed on achieving Operational Excellence by exceeding all client KPI's, in exceeding SMARTOPS scores through support of staff, reward and recognition, and communication with the team. You will be required to closely manage the team, and have your finger on the pulse on why customers are calling, and be able to liaise with the client on a daily basis as to any issues that are driving contact. You will present Ops performance in the WBR's and MBR's. You will coach, mentor and develop the team leaders and take action where required, You will also ensure all HR policies are strictly applied in terms of absence, time keeping, probation and poor performance. What will make you stand out: Experience with new business start up Dealing with high end client base Evidence of quality improvement initiatives that delivered a clear ROI Project management experience Qualifications Matric
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