Senior Group Manager - Operations

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 Overview:The Operations Manager will oversee and develop a team of customer service specialists, optimizing processes and systems to ensure high performance, customer satisfaction, and operational efficiency. You’ll work closely with clients, internal teams, and leadership to drive business success.Key Responsibilities:• Team Leadership & Development: Lead and motivate a large team to meet performance goals such as service levels, productivity, CSAT, and error rates. Provide coaching and career development opportunities.• Performance Management: Monitor and drive KPIs, implementing corrective actions when necessary to ensure top-tier service delivery.• Client Communication & Business Reviews: Communicate proactively with clients, preparing and presenting business reviews and performance updates.• Process Optimization & Scaling: Partner with cross-functional teams to implement scalable processes and systems that support growth.• Support & Escalation Management: Provide support to the team in handling escalated issues and customer inquiries.

Qualifications

Qualifications & Skills:• Educational Background: MBA in Operations, Analytics, or related field from a Tier 1 Business School.• Experience: 4+ years in operations management or customer service, preferably in a fintech or tech-driven environment.• Skills: Strong leadership, analytical, and problem-solving skills. Proficiency in performance metrics, process optimization, and client communications.

Experience Level

Senior Level