Lead Associate - Operations at WNS Global Services

Centurion, Gauteng, South Africa -

Full Time

Start Date

Immediate

Expiry Date

22 Jun, 26

Salary

0.0

Posted On

24 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Legal Liaison, Case Escalation, Compliance, Risk Identification, Documentation Preparation, Analytical Skills, Attention To Detail, Administrative Skills, Verbal Communication, Written Communication, Legal Research, Case Management, Stakeholder Coordination, Buyback Processes, Customer Service

Industry

Business Consulting and Services

Description

Company Description 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 The Legal and Case escalation specialist acts as the critical interface between the CRC and the Legal & Compliance Department, as well as the support for the Customer Experience Manager. The role is responsible for managing multiple priorities, escalated matters involving legal or compliance concerns, ensuring accurate and timely communication, risk identification, documentation preparation, coordinate communication, conduct basic legal research as input into case file, submission of case management files, case follow ups, proactive escalation of matters to relevant stakeholders, coordinating with dealer network and internal stakeholders on escalated cases and buyback processes and overall support for both the business and legal functions. The candidate must demonstrate strong analytical, attention to detail and high degree of accuracy, administrative, strong written and verbal communication skills to effectively manage legal liaison responsibilities in a high-volume customer service environment. Experience in compliance, Paralegal background would be preferred. Qualifications Essential Matric Fluent in English and at least 1 African languages (Sotho, Zulu) Exposure to legal administration & customer service Preferred Tertiary qualification in legal administration, paralegal studies, compliance, or customer service (preferred). Minimum 3 years’ experience in a customer facing environment involving escalations or complaints.

Responsibilities

This role serves as the critical interface between the CRC and the Legal & Compliance Department, managing escalated matters involving legal or compliance concerns. Responsibilities include ensuring accurate communication, identifying risks, preparing documentation, conducting basic legal research, and coordinating follow-ups with dealers and internal stakeholders.