Job Description

Company DescriptionWNS (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.Roles and Responsibilities:Operational Parameters\xef\x82\xa7 Ensure that service level metrics as defined by the client are met \xef\x82\xa7 Adherence to Project Timelines and Rigor\xef\x82\xa7 Understand and capture customer baseline data around SLAs and operational metrics transition.\xef\x82\xa7 Meet SLA\'s for Internal Processes \xe2\x80\x93 Timely Appraisals, One to Ones, Confirmations\xef\x82\xa7 Ensure that Legal and compliance defects are zero or tend to zero.\xef\x82\xa7 Daily Reporting for Productivity\xef\x82\xa7 Leave Management of team\xef\x82\xa7 Scheduling of Team members \xef\x82\xa7 Transport management for Team members\xef\x82\xa7 Update Daily Issue Log \xe2\x80\x93 Operations/IT/QA etc.\xef\x82\xa7 Setup Team member appraisal system and conduct monthly\xef\x82\xa7 Develop and maintain Incentive program for Team members\xef\x82\xa7 Identify top talents and groom them for succession planning\xef\x82\xa7 Make or/and Approve Payment on Client system as per the available payment authority limit Adherence to checks while making Payments -\xef\x81\xb5 Validate Payee Name \xe2\x80\x93 Involvement on the claim is legitimate \xef\x81\xb5 Recipient Name : Is the receipt associated on file\xef\x81\xb5 Payee role :What is the role of the payee on this claim\xef\x81\xb5 Payee reference number : Any information available on Payee reference number\xef\x81\xb5 Validate Amount paid : Exact amount that is requested \xef\x81\xb5 Breakdown of amount paid : All components to be validated\xef\x81\xb5 Validate Liability status : Is the claim settled\xef\x81\xb5 Validate how the Outlay (Debt request) was received by : \xef\x81\xb5 Documents on file to verify Payee details and Amount:\xef\x81\xb5 Payment type : Cheque/BACS/Faster Payment/ CHAPS\xef\x81\xb5 Account details verified ,if electronic payment: Yes/No/NA (If PH, are there any notes on file to state how details were obtained)\xef\x81\xb5 Fraud/other Red flags on file \xe2\x80\x93 Any concerns that have been flagged previously or any concerns identified\xef\x81\xb5 Payee Associated on file > 24 hrs \xe2\x80\x93 Yes/NoAdherence to checks while Authorising Payments -\xef\x81\xb5 Validate Liability Status is correct \xef\x81\xb5 Identify the Payee \xe2\x80\x93 Mention Exposure number\xef\x81\xb5 Validate Payee and Recipient details correct \xef\x81\xb5 Check if Payee Associated on file > 24 hrs \xe2\x80\x93 Yes/No\xef\x81\xb5 Payment Method \xe2\x80\x93 (BACS/CHAPS/CHQ/Faster Payment)\xef\x81\xb5 Documents on file to verify Payee details and Amount:\xef\x81\xb5 Payment requested vs. Amount Raised match:\xef\x81\xb5 Account details verified ,if electronic payment: Yes/No/NA (If PH, are there any notes on file to state how details were obtained)\xef\x81\xb5 How was the Outlay received : Email/Posts/Verify Portal/Phone\xef\x81\xb5 Relevant documents available to make payment : \xef\x81\xb5 Fraud/other Red flags on fileQuality Audit and Call Quality\xef\x82\xa7 Meet QA Targets for the month\xef\x82\xa7 Improve QC Scores/CQ score every quarter\xef\x82\xa7 Project/Initiative to improve quality of service delivery Productivity\xef\x82\xa7 Meet annual productivity targets as per Work order/Agreement\xef\x82\xa7 Minimum One Initiative impacting productivity - Applying LEAN or Six Sigma\xef\x82\xa7 Leave planning in accordance to companies\xe2\x80\x99 norms.\xef\x82\xa7 Check that not more than 20% people carry forward their leaves.\xef\x82\xa7 Notify manager if on the job injuries may impact productivity. \xef\x82\xa7 Highlight risk to business \xef\x82\xa7 Adherence to process guidelines in dealing with financials on the claimCustomer Satisfaction \xef\x82\xa7 VOC scores are met or exceeded once the process moves to Production. \xef\x82\xa7 End Customer Satisfaction score for voice processes at x% ( To be given by Business UKGI)\xef\x82\xa7 Establish peer-to-peer relationships with the onshore business. \xef\x82\xa7 Ensure complete, transparent and frequent communication with the business.\xef\x82\xa7 Adhere to the communication plan and rigor as agreed with the business.Compliance\xef\x82\xa7 Team Members are Compliant as per UK lawsQualificationsGraduate Motor Insurance knowledge and experience is a must

WNS Global Services