Retail Operations Team Leader

Company Description

WNS Global Services Inc. (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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

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

RETAIL OPERATIONS TEAM LEADER

Main Purpose:

Manages the Retail Operations and Support Team, to delivery outstanding customer online experiences, aligning with Customer First principles and a modern luxury approach

KEY RESPONSIBILITIES

1.       MANAGES PERFORMANCE

·         Manage the performance of this Team to ensure the delivery of outstanding customer experiences

·         Personally demonstrate the Customer First and modern luxury principles and lead their implementation by this Team

·         Maintain audit processes to ensure data completeness and accuracy by the Team

2.       MANAGES THE TEAM

·         Motivates and supports a high performance Team

·         Facilitates seamless and efficient interactions with related Teams and all stakeholders (including Agents/Retailers), while driving a culture of team work

·         Communicate with the Team to share information

·         Monitors and manages the performance of the Team and individual members related to KPIs and achievement of objectives

·         Monitor day-to-day performance and training of each member of the Team, providing feedback on performance

·         Manage non-compliance, under-performance and corrective actions

·         Manage the inductions of new Team members

·         Coaches individuals to develop their knowledge of products, technologies, systems and processes, as well as improving their customer handling skills and positive conversations

·         Manage succession into key roles to develop talented individuals

·         Monitor and actioning survey results in support of improved Team performance and customer service excellence

·         Schedule the availability of staff for key activities over the entire committed service delivery days and times (taking into consideration training time, leave and sick leave, demands and peak time requirements)

3.       OVERSEES KEY ACTIVITIES

·         Provides first line support to customers, retailers/agents and the Teams, without unnecessary hand-overs

·         Runs daily/weekly meetings for the Team to track and manage performance, share information and manage issues

·         Talk to customers and Agents/Retailers to resolve escalated issues and complaints, ensure customer satisfaction and delight, and facilitate successful sales deal progress

·         Work with Management to refine and develop objectives for new vehicle sales operations

·         Align processes to ensure a seamless customer journey – we do the effort so our customer don’t have to worry

4.       DRIVES IMPROVEMENT

·         Organize regular meetings to review KPIs and identify better ways of doing things

·         Implement pro-active approaches to identify recurring problems

·         Lead or support initiatives to deliver a continuous improvement to ways of work and service delivery excellence

·         Support the Teams to adapt to change, growth, improvement

Qualifications

KEY SUCCESS CRITERIA FOR THE ROLE

Customer First

Survey results

Cases and complaint management system

Proactive, authentic, transparent, personalised

Team

Team working with colleagues across the Business and Retailers/Agents

Staff attitude, sentiments and retention

Financial

Transparent, accurate and “SMART” incentive scheme administration

Resource scheduling

Ensure the correct resources are available during service delivery hours

KPIs

Achievement of the targets and KPIs for this Team (to be agreed)

COMPETENCIES REQUIRED BY THE ROLE

Competency level

Functional Manager / Senior Team Leader

Qualification

Higher education levels

Experience

Preferably automotive and modern luxury

High performing teams

Motivator and experience with the management of high performance teams, to consistently drive customer service excellence and outstanding customer experiences

Operational excellence

High EQ, excellent written and verbal skills, problem solving, agile, self driven

Excellent communicator

Financial focus

Thinks commercially to manage deals and resource requirements

Innovation and improvement

Drives consistent improvement and innovation