Group Manager - Ops - South Africa

Group Manager - Ops - South Africa

WNS | Century City, CA, 90067, US

Posted 25 days ago

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Description

Job Description

Accountability & Responsibility

As part of the senior management team of you lead a 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

You drive the ISBU culture through effective communication, by continuously displaying the ISBU habits & behave as a role model leader

You develop people's knowledge of your functional area to benefit the business & the client

You support your operations colleagues to exceed client expectations on all levels at all times

You remain at the leading edge of knowledge for your area of functional expertise

You are accountable for risk management & compliance for your functional area

You share your knowledge & best practice to improve performance

You deliver business intelligence & insight for your functional area

You are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalism

Compliance

Ensure Compliance to all Relevant Process & Regulatory Standards

Continuous Improvement Design & Deliver Change Initiatives & Projects

Subject Matter Expertise Maintain Extensive Skill & Knowledge in Your Specialist Field

Functional Delivery & Optimization Ownership & Development of Your Functional

Area

Lines of Business:

Inbound

Technical Support

Outbound Dialer

Operations Support (Back Office)

Online Support