WNS (Holdings) Limited (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. 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.Why join us?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- Identify process and customer experience improvement opportunities
- Responsible to deliver benefit as per contractual productivity agreement with the client
- Delivery of Digital Transformation and Continuous Improvement initiatives as per the Transformation roadmap
- Build curated, market leading transformation solutions for the client working with cross-functional teams (internal and external)
- Adherence to internal protocol around project identification, execution etc. through design thinking workshops, due-diligence, re-imagining customer journeys, blueprinting activities etc. keeping in mind customer effort reduction, improving straight through processing etc.
- Team/people management, talent development
- Excel in developing strong stakeholder dialogue, across all levels (both WNS and client)
Qualifications- Minimum academic qualification:
Grade 12
Degree in similar field
15 Years work experience
- System working knowledge required: Basic Computer Knowledge (Citrix, ADUC, Windows OS, basic internet, and web-based applications)
- Language proficiency (English) - Good/ Excellent
- Should possess good analytical skills, communication, and negotiation skills.
- Excellent knowledge of Excel, Word, Power point & Minitab.
- Certified Blackbelt - Project management and design thinking practitioner
- P&C Insurance experience
- Well versed with contact center digital platforms across tools, technologies, automation, analytics etc.
Experience in driving Contact Center Transformation using digital technologies
- Experience in managing design thinking workshops to re-imagine customer journeys, future operating model, best in-class practices
- Action and results oriented, self-driven person with high energy level, analytical and structured, quality focused and adaptable
- Flexible and capable of domestic and international travel
Additional InformationUS NIGHT SHIFT HOURS