Senior General Manager - Operations
WNS Global Services · Cape Town, NA, South Africa
Apply directly on WNS Global Services’s careers site — no account needed.
About the role
Key Responsibilities
Strategic Leadership
Develop and implement operational strategies aligned with organizational goals.
Drive continuous improvement initiatives to enhance productivity and efficiency.
Provide vision and direction for long-term operational planning.
Operational Management
Oversee daily operations across multiple business units or facilities.
Carries expertise in managing Contact centre operations (Sales & Service- GI Operations)
Ensure adherence to quality, safety, and compliance standards.
Monitor KPIs and operational metrics to achieve performance targets.
Financial Oversight
Manage budgets, cost controls, and resource allocation.
Drive profitability through operational efficiency and waste reduction.
Collaborate with finance teams to forecast and optimize expenditures.
Team Leadership
Lead, mentor, and develop senior managers and operational staff.
Foster a culture of accountability, innovation, and collaboration.
Build succession plans and strengthen leadership pipelines.
Stakeholder Engagement
Act as a key liaison between operations and executive leadership.
Maintain strong relationships with vendors, partners, and regulatory bodies.
Represent operations in board meetings and strategic discussions.
Qualifications & Experience
Bachelor’s degree15+ years of progressive experience in operations management, with at least 5 years in a senior leadership role.
Proven track record of managing large-scale operations and delivering measurable results.
Strong financial acumen and experience in budget management.
Excellent leadership, communication, and decision-making skills.
Knowledge of industry regulations, compliance standards, and best practices.
Competencies
Strategic thinking and problem-solving
Operational excellence and process optimization
Strong interpersonal and negotiation skills
Ability to manage complexity and drive change
High adaptability and resilience under pressure
Reporting Structure
Reports to: Corporate SVP Operations
Direct Reports: General Managers, Senior Managers, and functional heads
Skills
- Leadership
- Stakeholder Management
- Negotiation
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