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.Overall Purpose \xef\x82\xa7 The position requires the ability to lead the team in achieving their targets. The individual serves as a coach and mentor for direct reports with a \xe2\x80\x9clead by example\xe2\x80\x9d approach in hitting targets and holding themselves and their teams accountable for performance. The position includes engagement in hiring, training, coaching, other administrative activities and requires effective interpersonal and oral/written communication skills. \xef\x82\xa7 It is also critical that the Manager develops and maintains a positive work environment and culture.\xef\x82\xa7 Manages the day-to-day workings of the teams. Provides guidance and support to the Team Leaders to function independently and meet daily/weekly/monthly targets.\xef\x82\xa7 Managing SLAs, staff development and welfare, administrative tasksPrincipal accountabilitiesProcess \xef\x82\xa7 Delivery Excellence: Understand and follow all operational and procedural related activities and tasks in order to deliver as per SLAs\xef\x82\xa7 Analytical Thinking & Problem Solving: Spots anomalies and aberrations and solutions for the same; gets into the root cause in a structured way analysing the causes as well as applying understanding of the context and scenarios to identify the cause of these anomalies.\xef\x82\xa7 Process Knowledge: Understanding of the business process and the ability to identify process gaps.\xef\x82\xa7 Business Reporting \xe2\x80\x93 Source, interpret reporting diagnostics to better drive and enhance the business performance and outcomes to ensure business objectives/targets are achieved. Ensure actions are in place to address anomalies.\xef\x82\xa7 General Administration \xe2\x80\x93 Analyse intraday reporting and ensure tactical measures for smooth service delivery.\xef\x82\xa7 Capacity management and resource planning \xe2\x80\x93 To ensure that 100% billable staff is always available for production.\xef\x82\xa7 Business Relationships \xe2\x80\x93 Establish and cultivate a strong business relationship with Partners to collaborate, make decisions and produce outcomes.\xef\x82\xa7 Communication \xe2\x80\x93 Review and deliver effectively with the support functions and Partners on any key messages, business updates and Team Time agenda items.\xef\x82\xa7 Support function management \xe2\x80\x93 Working closely with Training, Quality, Risk, Transformation, WFM, HRBPs, facilities, IT to ensure effective operationsPeople/Client \xef\x82\xa7 Implement and lead people within the WNS Principles, Code of Conduct and demonstrate the WNS Values of Client First, Integrity, Respect, Collaboration, Learning and Excellence\xef\x82\xa7 People Management: Ability to interact and build good relationship with client and team members. Creating brainstorming activity to create innovative ideas resulting in value addition. Constructive delegation and feedback for directive support. Retention focussed management with strong EWS governance mechanisms.\xef\x82\xa7 Leading and Engaging People: The ability to work effectively in a diverse multi-cultural environment \xe2\x80\x93 upwards, with reports and collaboratively across work stream \xe2\x80\x93 to engage and lead people and teams to deliver results.\xef\x82\xa7 Reward & Recognition \xe2\x80\x93 Celebrate and encourage Reward and Recognition of team members and peers for outstanding work, KPI\xe2\x80\x99s and other achievements.\xef\x82\xa7 Performance/Development \xe2\x80\x93 Review of individual and team\xe2\x80\x99s performance with Team Managers, discuss individual development plan including progress to and setting of goals.\xef\x82\xa7 Client Centric Execution: Ability to deliver exactly what was promised to the client based on a clear understanding of client needs. Demonstrating fierce determination, ownership, and intrinsic motivation to meet organization goals outcomes despite complexities and ambiguity.\xef\x82\xa7 Safety and Wellbeing \xe2\x80\x93 Work closely with WNS Leadership and Partners to ensure alignment of work processing practices that drive effective governance and control to ensure mitigation against risks (commercial/brand/reputation/people).Qualifications\xef\x82\xa7 Minimum Academic Qualification (Degree): Any Graduate \xef\x82\xa7 Minimum Work Experience (in months/years): Minimum requirement of at least 3 years with relevant experience as an Deputy Manager or Minimum requirement of at least 2 years with relevant experience as a Group Manager preferably in US L&A Insurance\xef\x82\xa7 System working knowledge required: Proficient in computer applications.\xef\x82\xa7 WNS policy on background checks to be followed\xef\x82\xa7 Excellent communication and comprehension skills\xef\x82\xa7 Good business writing skills\xef\x82\xa7 Knowledge of US Life insurance/annuities\xef\x82\xa7 Flexibility with shifts \xe2\x80\x93 US shifts\xef\x82\xa7 Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.\xef\x82\xa7 Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.\xef\x82\xa7 Knowledge of management principles and familiarity with CRM systems and practices \xef\x82\xa7 Strong coaching and leadership skills, ability to motivate employees.\xef\x82\xa7 Decisiveness and attention to detail.\xef\x82\xa7 Proficiency with the call centre technology, including computers, software applications, phone systems, etc.\xef\x82\xa7 Polite, professional phone voice.

WNS Global Services