Group Manager - Operations - DurbanFull job descriptionCompany DescriptionWNS (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 DescriptionEssential •Management of high performing teamsConfidence and creditabilityAbility to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues.Ability to prioritise deliverables and plan accordinglyEmbraces change whilst remaining productive and positiveLeadership / Management and conflict resolution skillsPerformance management and disciplinary skillsAbility to coach and motivate individualsExcellent written and communication skillsWillingness to be approachableDetermination to achieve targetsStrategic thinkingQualificationsMatric/Grade 12 Certificate with relevant tertiary qualificationContact centre operations team management experience essentialKnowledge or understanding of contact centre technology and methodologiesUnderstand good housekeeping for data protection and information security requirementsAdditional InformationUtilities experience advantageousUK Shifts including weekend work
