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.Job Title: Senior Manager, Customer Service OperationsLocation: Indore Reporting To: General Manager Role OverviewThe Senior Operations Manager will oversee and drive the operational performance of a customer service operation. This role requires strategic leadership to achieve client objectives, ensure compliance with SLAs and manage a high-performing team. Responsible to lead a team of managers and ensure all departments are working together to achieve business goals. Expected to develop and implement strategies to improve efficiency and productivity. Proven track record of success in a similar role and possess excellent leadership and communication skills.Key Responsibilities1. Operational Excellencexe2x80xa2 Lead day-to-day operations, ensuring adherence to KPIs, SLAs, Quality and Compliance standardsxe2x80xa2 Monitor performance metrics such as AHT, Repeats, NPS, , Billable Hours, Customer Escalations, Shrinkage and Attrition xe2x80xa2 Develop and implement strategies to manage workload efficiently including staffing, resource allocation and real-time management.2. Client Managementxe2x80xa2 Act as the key point of contact for the client, maintaining strong relationships through regular reviews and updatesxe2x80xa2 Understand client needs and align operational strategies to meet their business objectivesxe2x80xa2 Provide insights, reports, and recommendations to the client based on operational trends and data analysisxe2x80xa2 Lead client reviews, calibrations, weekly/monthly, quarterly business reviews 3. Strategic Planning and Executionxe2x80xa2 Develop and execute plans for process improvements, cost optimization and customer satisfaction enhancementxe2x80xa2 Drive initiatives to achieve operational excellence, including automation and digital transformation projects4. Financialsxe2x80xa2 Ensure that projects are completed on time, within budget and to the required quality standardsxe2x80xa2 Manage budgets and resources effectively, ensuring that all expenditures are justified and aligned with company goalsxe2x80xa2 Strategic planning and effective execution to ensure the organization not only meet SLAs but exceed to ensure profitabilityxe2x80xa2 Projects and Initiatives cost efficiency Qualifications and Experiencexe2x80xa2 Must be a graduate. Masterxe2x80x99s preferredxe2x80xa2 15+ years of experience in BPO/ITES operations with at least 3+ years in a leadership role xe2x80xa2 Proven track record of successful leadership, managing large teams and meeting/exceeding client expectationsxe2x80xa2 Ability to develop and implement strategic plansxe2x80xa2 Strong problem-solving and decision-making abilitiesxe2x80xa2 Experience in budget management and financial analysisxe2x80xa2 Professional certifications such as PMP, Six Sigma are a plusQualificationsGraduate
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