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 Qualifications: • Grade 12 Additional Information: • Proven track record of 5 years’ experience as senior operations manager in a multi-channel environment • Experience in a contact center/BPO environment