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Operational Excellence Specialist

2 months ago

Three Mile Bay, New York, United States WNS Global Services Full time
Company Overview
WNS Global Services Inc

(NYSE: WNS) stands as a premier leader in Business Process Management (BPM) on a global scale.

We deliver significant business value to over 400 clients worldwide by merging operational excellence with profound domain expertise across vital industry sectors, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel, and Utilities.

With a workforce exceeding 41,000 professionals, we operate across 60 delivery centers in 16 countries, including regions such as China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, the UK, and the US.


Since 2003, WNS South Africa has established itself as the leading provider of Business Process Outsourcing (BPO) services in the region, expanding its influence throughout Africa.

We are a strategic partner in delivering a comprehensive range of processes, from basic to complex, through our eight delivery centers in South Africa, employing over 4,000 individuals.

Why Consider WNS?


We commit to providing our employees with clear role definitions, coaching and mentoring, professional growth opportunities, and a structured career path, all centered around our five people promises, ensuring an exceptional employee experience.

Experience a culture characterized by high performance, engagement, and celebration, while also contributing to societal betterment through our WNS Cares Foundation, where you can support impactful initiatives and make a difference in the community.

Role Overview

We seek highly skilled, performance-driven individuals with strong leadership and problem-solving capabilities to enhance the customer service team while fostering a positive, people-centric environment.


Key Responsibilities:
  • Operational Excellence
  • Identify and communicate performance barriers to operational leaders.
  • Participate in regular discussions with team leaders and agents regarding efficiencies.
  • Conduct analyses and provide insights based on consolidated data to drive process enhancements.
  • Share best practices among teams to promote operational efficiencies.
  • Continuously explore opportunities for improvement and adherence to schedules.
  • Support the team as needed by maintaining product knowledge through call handling.
  • Engage in call-taking as required.
Development Journey
  • Participate in Agile training through quality feedback sessions.
  • Train employees on systems and products as necessary.
  • Collaborate closely with Operations Support, Training, and HR to facilitate the onboarding journey for new hires.
Qualifications
  • A Matric/Grade 12 Certificate or equivalent.
  • A minimum of 3 years of experience in the insurance sector.
Job-Related Knowledge, Skills & Competencies Required:
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
  • Exceptional interpersonal and communication skills.
  • Strong numerical aptitude.
  • Excellent administrative and organizational abilities.
  • Customer-centric approach.
  • High attention to detail and accuracy.
  • Engagement and commitment.
  • Problem-solving skills.
  • Planning and organizing capabilities.
  • Risk management expertise.
  • Incident management proficiency.
  • Data analysis skills.
  • Stakeholder management experience.
  • Client communication proficiency.
  • Report writing skills.
  • Solid understanding of the latest Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
  • Attention to detail.
Other Specific Requirements:
  • Possession of a valid driver's license and own vehicle.
  • Ability to travel across multiple sites.
  • Willingness to work evening hours.