General Manager - Operations

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

As part of the senior leadership team you will lead a team of operational leaders, develop and implement various strategies to maximize profits while maintaining an acceptable level of quality. Work on improving the supply chain to positively impact variables such as cost, quality, and delivery time.

Your key responsibilities will include:

• Operational Delivery through delivering contractual and commercial performance
  • Manage costs and profitability through all available commercial levers
  • Promote commercial performance through achieving revenue and margin targets and new business growth

• People Management by ensuring high performing and highly engaged teams
  • Develop your people through effective coaching, performance management and drive a recognition culture
  • Support your operations colleagues to exceed client expectations on all levels at all times
  • Have robust and honest performance and behavioral conversations to support operational performance

• Stakeholder Management through building excellent relationships both internally and externally, at all levels
  • Be customer and client facing and strive to deliver excellent customer experience through relationship management, innovation and insights

• Compliance and Governance in ensuring compliance to all relevant process and regulatory standards
  • Drive compliance in everything you do and promote risk management and governance

• Innovation by driving continuous improvement and creating value
  • Drive continuous improvement experiments through your team and harvest ideas

Relevant Tertiary Degree

7+ years senior management experience in call center environment