Job Description

Assistant Manager - Operations - MilnertonFull 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.Roles & Responsibilities:xc3x98 Assistant Manager will manage team of 15-25 staff and will be responsible for day-to-day operations.This role also requires him/her to liaise with the clients on a daily/weekly basis and ensure contractualdeliverables are met.xc3x98 Drive team performance, KPI management, reporting, absenteeism, attrition, etc.xc3x98 Manage customer/client escalations effectively as per guidelines.xc3x98 Understand customer queries, feedback and respond in a positive manner.xc3x98 Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.xc3x98 Should be flexible to work in Hybrid model or office as specified by business / processxc3x98 Hiring, retaining and development of best talent in the industryxc3x98 Liaise and work closely with other support function to achieve organizational goalsSkills required:xc3x98 Demonstrated leadership ability and excellent people management skills.xc3x98 Knowledge and experience in organizational effectiveness and operations managementxc3x98 Excellent computer skills and proficient in Excel, Word, Outlook, and Accessxc3x98 Excellent communication skills both verbal and writtenxc3x98 Excellent interpersonal skills and a collaborative management stylexc3x98 A demonstrated commitment to high professional ethical standards in a diverse workplacexc3x98 Open to direction and Collaborative work style and commitment to get the job donexc3x98 High comfort level working in a diverse environmentxc3x98 Solutions mind-set, passion to drive better customer experience.xc3x98 Ability to adapt self with the team in-case of adversity, business challenges/requirement.xc3x98 High attention to detail and accuracyxc3x98 Result driven team playerxc3x98 Effective negotiation, influencing and persuasion skillsxc3x98 Adherence to work flows in ensuring WNS remains compliant with all relevant process and regulatorystandardsQualificationsMatric/Grade 12 Certificate;Relevant Tertiary qualification is preferable

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