General Manager - Operations (BPO)

Overview

WNS Cape Town, Western Cape, South Africa

General Manager - Operations (BPO)

WNS Cape Town, Western Cape, South Africa

Responsibilities

• 10+ years of cross-site, mid to large-scale operational experience.
• Oversee daily operations and ensure that all processes and services are delivered efficiently and meet client requirements.
• Monitor performance metrics and implement strategies to improve productivity, quality, and client satisfaction.
• Ensure adherence to established policies, procedures, and service level agreements (SLAs).

Team Leadership and Development

• Lead, mentor, and develop operations leaders and staff, fostering a positive and collaborative work environment.
• Conduct regular performance reviews for senior leadership, provide feedback, and create development plans for team members.

Client Relationship Management

• Serve as the pri...