Assistant Manager - Operations

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.

Responsibilities Include• Guide the team to achieve objectives and support the growth of the product• Support a customer focused culture and drive a “right first-time” approach• Equip and prepare your team to deliver a second to none customer experience and drive sales performance• Complete Quality Assurance identifying gaps and implementing appropriate support in coaching sessions• Attend management / stakeholder meetings and appropriately deliver insights / information• Facilitate and deliver training briefs either on a 1-to-1 or group basis ensuring all colleagues have a full understanding of the product as it evolves• Complete gap analysis of skills via a range of methods such as call listening and customer feedback reviews, then implement appropriate training for performance improvements• Monitor and drive your team’s performance to exceed goals, providing them a clear goal and structured support to help them perform at the best of their ability• Performance management: career counselling, coaching, performance development, 1:1's, mentoring• Invest in your own development and growth by ensuring your knowledge is current and relevant in line with product improvements• Identify and implement best practice opportunities• Provide support in resolving complex and/or escalated queries or complaints• Anticipate and resolve risks or issues that are preventable to ensure positive customer outcomes• Implement housekeeping procedures that guarantee customer’s records are secure and held in compliance with appropriate data protection legislation• Educate and lead by example so that the team are aware of and adhere to the department standards, policies and procedures• Promote a transparent culture where customers’ expectations are exceeded• Live by and demonstrate the clients core values and be an advocate of our organisation

Required skills and experience:• People management experience in a contact centre environment• Familiarity with Utilities and complaints would be beneficial• Strong interpersonal skills• Ability to work on own initiative while in a team environment• Excellent organizational & time management abilities• Analytical approach to problem solving• Ability to establish and maintain key relationships across both Accenture and the Client’s organization