WNS (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 FOR

Operational Delivery

Deliver Contractual & Commercial

Performance

People Management

Create a High Performing, Highly Engaged Team

Stakeholder Management

Build Excellent Relationships, Internally & Externally, at all Levels

Compliance & Governance

Ensure Compliance to all Relevant Process & Regulatory Standards

Innovation

Drive Continuous Improvement & Create Value

OUR EXPECTATIONS OF YOU

Senior Contact Centre Manager - Utilities

Accountability & Responsibility

As 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 experience

You drive continuous improvement experiments through your team & harvest ideas

You manage costs & profitability through all available commercial levers

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

You develop your people through effective coaching, performance management & drive a recognition culture

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

You have robust & honest performance & behavioural conversations

You drive compliance in everything you doYou are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalism

HOW WE'LL MEASURE YOU

LeadershipESAT,

Absence & Attrition Management

Stakeholder Management

Voice of Client, 360 Feedback

Continuous Improvement

Invent, Design & Implement Projects that Create Tangible Value

Compliance

Meet all Required Compliance Measures both Internally & Externally

Operational Excellence

Client KPI Delivery, Commercial Delivery, Cost Management

HABITS WE WANT YOU TO PRACTICE

I 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 Consistency

Matric

Business Degree (Pref)