Assistant Manager - Operations (Century City, Cape Town) at WNS Global Services SA

Roles & Responsibilities:

• 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 contractual deliverables are met.
• Drive team performance, KPI management, reporting, absenteeism, attrition, etc.
• Manage customer/client escalations effectively as per guidelines.
• Understand customer queries, feedback and respond in a positive manner.
• Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.
• Should be flexible to work in Hybrid model or office as specified by business / process
• Hiring, retaining and development of best talent in the industry
• Liaise and work closely with other support function to achieve organizational goals

Skills required:

• Demonstrated leadership ability and excellent people management skills.
• Knowledge and experience in organizational effectiveness and operations management
• Excellent computer skills and proficient in Excel, Word, Outlook, and Access
• Excellent communication skills both verbal and written
• Excellent interpersonal skills and a collaborative management style
• A demonstrated commitment to high professional ethical standards in a diverse workplace
• Open to direction and Collaborative work style and commitment to get the job done
• High comfort level working in a diverse environment
• Solutions mind-set, passion to drive better customer experience.
• Ability to adapt self with the team in-case of adversity, business challenges/requirement.
• High attention to detail and accuracy
• Result driven team player
• Effective negotiation, influencing and persuasion skills
• Adherence to work flows in ensuring WNS remains compliant with all relevant process and regulatorystandards

Qualifications

• Matric/Grade 12 Certificate;
• Relevant Tertiary qualification is preferable