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 primary point of contact for clients, addressing any issues or concerns promptly and professionally. Build and maintain strong client relationships to ensure long-term satisfaction and retention. Regularly communicate with clients to provide updates on performance and discuss potential improvements. Strategic Planning and Execution Develop and implement operational strategies to achieve business goals and drive continuous improvement. Collaborate with executive management to set objectives and develop plans to achieve them. Identify opportunities for process optimization and cost savings. Compliance and Risk Management Ensure compliance with all regulatory requirements and internal policies. Identify and mitigate operational risks to protect the company and clients. Conduct regular audits and implement corrective actions as needed. Reporting and Analytics Prepare and present regular reports on operational performance, client satisfaction, and financial status. Utilize data and analytics to identify trends, make informed decisions, and drive improvements. Qualifications Grade 12 Proven experience in a managerial role at a senior executive level / head of role with at least 5 years of experience Utility domain knowledge Good with MS Office Client management Delivery of service levels Strong leadership, communication and interpersonal skills Excellent problem solving and decision-making abilities Attention to detail Ability to work with stakeholders at a senior level #J-18808-Ljbffr