Sr General Manager - Operations
WNS Global Services SACape Town, ZA15 days ago
Job descriptionThis 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. 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. 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. 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. 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. 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. 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. Ensure compliance with company policies, client requirements, and regulatory standards. Maintain operational risk controls and data security protocols. 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 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 Administrative / Management jobs
Job title : Sr General Manager - Operations
Job Location : Western Cape, Cape Town
Deadline : December 07, 2025
Quick Recommended Links
- Jobs by Location
- Job by industries
Job Description
Key Responsibilities :
Strategic Leadership
Client Relationship Management
Operational Delivery & Performance Management
People Leadership & Development
Financial & Commercial Management
Transition & Transformation
Governance & Compliance
Qualifications
Qualifications & Experience :
Required Skills & Competencies :
Create a job alert for this search
General Manager • Cape Town, ZA