Job Description

Company 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.WHAT YOU'LL BE RESPONSIBLE FOROperational DeliveryDeliver Contractual & CommercialPerformancePeople ManagementCreate a High Performing, Highly Engaged TeamStakeholder ManagementBuild Excellent Relationships, Internally & Externally, at all LevelsCompliance & GovernanceEnsure Compliance to all Relevant Process & Regulatory StandardsInnovationDrive Continuous Improvement & Create ValueOUR EXPECTATIONS OF YOUSenior Contact Centre Manager - UtilitiesAccountability & ResponsibilityAs part of the senior management team of Utilities Cape Town, you lead a team of operational leaders.You are customer & client facing & strive to deliver excellent customer experienceYou drive continuous improvement experiments through your team & harvest ideasYou manage costs & proxefxacx81tability through all available commercial leversYou drive the SBU & Client culture through effective communication, by continuously displaying the SBU habits & behave as a role model leaderYou develop your people through effective coaching, performance management & drive a recognition cultureYou support your operations colleagues to exceed client expectations on all levels at all timesYou have robust & honest performance & behavioural conversationsYou drive compliance in everything you doYou are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalismHOW WE'LL MEASURE YOULeadershipESAT,Absence & Attrition ManagementStakeholder ManagementVoice of Client, 360 FeedbackContinuous ImprovementInvent, Design & Implement Projects that Create Tangible ValueComplianceMeet all Required Compliance Measures both Internally & ExternallyOperational ExcellenceClient KPI Delivery, Commercial Delivery, Cost ManagementHABITS WE WANT YOU TO PRACTICEI Make Recognition A Priority I Seize AccountabilityI Am Brave Enough To ChallengeI Start Projects With the End in MindI Listen to Ideas & Encourage InnovationI Develop My People Through Empowering & Supporting Them I Leverage Knowledge & Experience Through CollaborationI Provide Solutions Not Problems I Work Smarter Not HarderI Lead With ConsistencyQualificationsMatricBusiness Degree (Pref)

WNS Global Services