Senior Group Manager - Customer Experience Digital Transformation

Senior Group Manager

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

Job Description – CX Capability (Band C2 – GGN)Enabling end-to-end contact center digital transformation projects for global clients. Building curated transformation solutions for prospective and existing clients. Developing and creating collaterals, new capabilities working closely with cross-function teams (internal and external). Market research across best-in class practices, contact center demands, evolving trends etc. Identify and collaborate with third party OEMs to develop and manage new capability around customer service digital transformation. Deep experience in CX transformation opportunity identification, solutioning, comparative studies keeping in mind customer effort reduction, improve straight through processing. Exposure to contact center economics through improved channel containment, right channelling methodology etc.Manage end to end capability development and pre-sales activities for digital transformation– identify opportunity, pitch the right digital solution, solution building, business case creation etc. Understand client digital transformation needs & consult/provide customized solutions, develop business case. Well versed with process diagnostics, due-diligence, blueprinting activities etc. and savvy with PowerPoint and Excel. Understand, propose and pitch the key levers/differentiators to new/existing customers for transformation journey. Participation in special / strategic projects from time to time. Excel in developing strong client dialogue, across all levels - Experience in managing design thinking workshops to re-imagine customer journeys, future operating model, best in-class practices. Well versed with digital technologies and tools, automation, analytics etc.Well versed with process diagnostics, blueprinting activities etc. and savvy with PowerPoint and ExcelStrong team player who thrives when working in a fast paced, high energy and project oriented environment and accustomed to driving outcomesAction and results oriented, self driven person with high energy level, analytical and structured, quality focused and adaptableThought leadership in latest trends/technologies within IndustriesDeveloping and creating market facing collateralsConducting diagnostics, solution design or due diligence exerciseManage end to end pre-sales activities for digital transformation– identify opportunity, pitch the right digital solution, solution building, business case creation etc.Develop digital assets, collaterals, case studies for exiting digital capabilitiesCollaborate with multiple departments within the company & lead the overall transformation journey for clients

Qualifications

Bachelors degree

Experience Level

Senior Level