Senior Group Manager - Operations

Responsibilities

• Lead a team of operational leaders and foster a high-performing, engaged culture through coaching and performance management
• Deliver contractual and commercial performance by managing costs and profitability
• Build and maintain excellent relationships with internal and external stakeholders at all levels
• Design, implement, and track a portfolio of improvement projects to drive continuous value
• Ensure strict compliance with all relevant process and regulatory standards
• Drive continuous improvement to deliver an excellent customer experience

Requirements

• Matric/Grade 12 qualification
• Minimum of 5 years of experience in a senior operations management role
• Proven experience working within a contact center or BPO environment
• Advanced proficiency in MS Office
• Working knowledge of AI tools

Preferred Qualifications

• Strong change management skills
• Demonstrated commercial acumen and planning capabilities
• Experience in managing complex client relationships

About the Company

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation. We serve more than 700 clients across various industries, including Banking, Healthcare, and Travel. By combining deep domain expertise with AI-powered platforms and analytics, we help businesses innovate, scale, and build resilience in a rapidly changing world.