Group Manager - Operations

Company Description

WNS (Holdings) Limited (NYSE : WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

Group Manager-OpsRoles and Responsibilities

• Lead end to end Service Delivery, SLA compliance and issue resolution.
• Performance & process review calls with the clients, managing client expectations
• Seamless communication with the front end & account management teams and clients – providing performance review and action plans for resolving performance gaps.
• Monthly Performance Review call with the leadership and clients to present review of performance and action plan to resolve performance gaps Workflow Management :
• End to end workflow management through 24x7 workflow management team, addressing day to day client inquiries, production issues, and platform issues and ensure smooth workflow management in coordination with internal & external stakeholders.
• Managing regional reports and requirements.
• Should be available / flexible working on Weekends & Night shifts.Team Management
• Ability to lead a team, assess performance of Team Members and conduct performance appraisals.
• Review daily key operational variables. Provide coaching, feedback and mentoring to the team.
• Proactively, managing performance and enhancing performance of team based defined KPI's.
• Asses training needs, provide training opportunities and train new hires and existing staff.
• Provide subject matter expertise.
• Shift planning and scheduling of team members.
• Rewards & recognition, grievance management, attrition and absenteeism control.
• Timely escalation of people issues, maintaining discipline within team.
• Incentive / Performance Management monitoring. Service Delivery :
• Manage and deliver on assigned ad hoc tasks effectively.Knowledge / Qualifications :
• GraduateLanguage Capability
• English
• Excellent communication skillsTechnical Proficiency & Requirements
• Comfort in Learning and Using Digital Tools
• Knowledge of using Virtual meeting application e.g.; Skype, Zoom or WebEx

Qualifications

Graduate

Skills Required

workflow management , Team Management, Service Delivery, Performance Management