Group Manager - Operations

Group Manager - Operations

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Group Manager Process Training - 1. Lead, train, evaluate new hires in the system2. Plan and manage internal reinforcement and refresher trainings and feedback sessions on monthly basis3. Work collaboratively and conduct TNA/TNI with the Quality and Operations team to identify training needs4. Interact with client on weekly basis5. Manage content on the Learning Management System and create training SOPs6. Identify process gaps and fix them through process changes, refresher trainings, etc.7. Optimize training processes for efficiency and analyze training effectiveness8. Plan and implement training programs that will prepare employees for the next level in the domain9. Implement training KPIs, prepare and present reports on the same10. Storyboard and prepare learning materials for programs11. Coach and provide feedback to trainees on their performance in class and on shop floor12. Create new training content and update existing content to support new hires and existing staff on the floor 13. Class records to be maintained and reports/dashboards to be published to leadership on regular basis14. Research new training methods and implement them

Qualifications

1. Sound knowledge of travel domain – Reservation and Ticketing, Customer Relations; someone who has full exposure to the airline and travel agency world2. Overall travel experience of more than 12 years with experience in different domains like Guest Relations, Ticketing3. Classroom training experience with coaching and feedback of more than 6 years in reservation and ticketing4. Should have used new age training methodologies to train batches and be aware of various training approaches5. Should have new hire training experience with adequate coaching and feedback opportunities6. Ability to conduct TNA/TNI and draw up relevant training plan and training content7. Good people management and organizational skills8. Good knowledge of MS Office – PowerPoint, Excel and Word9. Excellent communication skills10. Should be able to work on multiple projects at the same time and plan and prioritize tasks11. Should be able to work in shifts if required by the Operating teams or Clients12. Should have completed graduation or a similar degree

Experience Level

Mid Level