RETAIL OPERATIONS TEAM LEADER

WNS Global Services Inc. (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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

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.

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.

Job Description

RETAIL OPERATIONS TEAM LEADER

Main Purpose :

Manages the Retail Operations and Support Team, to deliver outstanding customer online experiences, aligning with Customer First principles and a modern luxury approach

KEY RESPONSIBILITIES

1. MANAGES PERFORMANCE

• Manage the performance of this Team to ensure the delivery of outstanding customer experiences
• Personally demonstrate the Customer First and modern luxury principles and lead their implementation by this Team
• Maintain audit processes to ensure data completeness and accuracy by the Team

2. MANAGES THE TEAM

3. OVERSEES KEY ACTIVITIES

4. DRIVES IMPROVEMENT

Qualifications

KEY SUCCESS CRITERIA FOR THE ROLE

Customer First

Survey results, case and complaint management systems

Team

Collaboration with colleagues and Retailers / Agents, staff attitude, retention, transparent incentive schemes, resource availability during service hours

KPIs

Achievement of team targets and KPIs (to be agreed)

COMPETENCIES REQUIRED BY THE ROLE

Level

Functional Manager / Senior Team Leader

Experience

Preferably automotive and modern luxury sectors

High Performing Teams

Motivator with experience managing high-performance teams to deliver excellent customer service

Operational Excellence

High EQ, excellent communication, problem-solving, agility, self-drive, commercial thinking

Innovation and Improvement

Ability to drive continuous improvement and innovation

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