Sr General Manager - Operations

WNS Global Services SACape Town, Western Cape, South Africa

1 day ago

Job description

Job title : Sr General Manager - Operations

Job Location : Western Cape, Cape Town

Deadline : December 07, 2025

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Job Description

This position is responsible for leading and managing multi-process BPO operations to deliver exceptional service performance, client satisfaction, and operational excellence. This role drives strategic execution, ensures service delivery compliance, and builds a high-performance culture aligned to client and organizational goals.

Strategic Leadership : Lead overall service delivery and operational performance for assigned business units and client accounts.

Develop and execute operational strategies that align with company goals, client requirements, and growth objectives.

Translate business vision into measurable action plans for teams across sites.

Identify opportunities for process improvement, automation, and efficiency gains.

Client Relationship Management : Act as the primary operational contact for key clients.

Build strong, trust-based partnerships with clients through transparent communication and consistent delivery.

Anticipate client needs and proactively offer solutions to improve satisfaction and retention.

Operational Delivery & Performance Management : Ensure achievement of all contractual SLAs / KPIs.

Oversee workforce management, capacity planning, and forecasting to optimize staffing and costs.

Monitor process health through dashboards, root-cause analysis, and performance governance.

Drive continuous improvement initiatives leveraging Lean, Six Sigma, or automation practices.

People Leadership & Development : Lead large, multi-layered teams.

Build a culture of accountability, ownership, and service excellence.

Partner with HR and L&D to improve attrition, engagement, and talent development metrics.

Coach and mentor next-level leaders for succession readiness.

Financial & Commercial Management : Own P&L for assigned business units; manage revenue, cost, and profitability targets.

Review and approve budgets, resource allocation, and cost optimization initiatives.

Support pricing, contract renewals, and new business transitions in partnership with finance and business development.

Transition & Transformation : Oversee smooth transitions of new processes or clients into operations.

Partner with implementation and IT teams to ensure seamless knowledge transfer and ramp-up.

Drive digital transformation and automation adoption to enhance customer experience and efficiency.

Governance & Compliance : Ensure compliance with company policies, client requirements, and regulatory standards.

Maintain operational risk controls and data security protocols.

Qualifications

Bachelor’s degree in Business Administration, Operations Management, or related field

12+ years of total BPO / contact center experience with at least 3 years in a senior operational leadership role

Experience managing multi-client operations preferred

Domain expertise in Utilities desirable

Certification in Lean Six Sigma is an advantage

Required Skills & Competencies

Strong operational leadership in large-scale BPO / contact center environments

Proven client management and stakeholder communication skills

Analytical and data-driven decision-making approach

Strong understanding of workforce management, quality, and performance metrics

Exposure to Lean, Six Sigma, or continuous improvement methodologies

Excellent people management, coaching, and motivational skills

Financial acumen with P&L management experience

High adaptability and crisis management ability

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General Manager • Cape Town, Western Cape, South Africa

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