Global Sales and Customer Service Management Analyst

Data Visualization(Looker & Power BI /Tableau & SQL & python) - Hyd

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

JOB TITLE: ORGANIZATION Global Sales and Customer Service Management (GSCM)
REPORTS TO: Head of Department DEPARTMENT: GSCM

JOB PURPOSE
Support Global Sales Planning (GSP) and Global Customer Service (GCS) through advanced quantitative and qualitative analysis to drive strategic initiatives and business performance improvements.
Translate ambiguous business problems into structured analytical frameworks and deliver data-driven insights and actionable recommendations for decision-making.
Manage multiple workstreams, leveraging tools such as SQL, Excel/Python and BI platforms (e.g., Power BI/Tableau) for data extraction, modelling and visualization. Drive data management discipline including data validation, cleansing, governance and ensuring integrity across datasets and reporting layers.
Provide PMO support across initiatives via dashboarding, KPI tracking, reporting automation, and governance cadence, ensuring consistency of assumptions, tools, and documentation.
Ensure smooth transition through structured shadowing (1–2 months) and progressive ownership of the portfolio.

PRIMARY JOB RESPONSIBILITIES (DESCRIBE THE MAJOR RESPONSIBILITIES OF THIS POSITION)
DUTIES AND RESPONSIBILITIES EXPECTED END RESULTS (KPI)

Lead quantitative and qualitative analysis for GSCM initiatives (opportunity sizing, business cases, feasibility, recommendations) with high-quality, fact-based analyses delivered within agreed timelines. Clear recommendations that support prioritization and leadership decisions. Effective management of concurrent workstreams with minimal supervision. Accurate dashboards, trackers, and governance reporting with timely escalation of risks and issues. Clear definition and monitoring of initiative impact, benefits, and performance against agreed measures. Strong stakeholder alignment, problem-solving, and effective guidance of junior analyst support.

Manage concurrent workstreams end-to-end from problem definition to final readout.

Translate ambiguous questions into structured hypotheses, analysis plans, and data requirements.

Gather, validate, and interpret data from internal sources together with qualitative inputs from stakeholders, frontline teams, and customers where relevant.

Own PMO and reporting requirements across the portfolio, including maintaining dashboards, trackers, management updates, and governance materials with clear status, risks, dependencies, and decisions required.

Partner cross-functionally to evaluate initiatives, challenge assumptions, and align actions.

Define KPIs and success metrics and track delivery, benefits realization and risks.

Maintain documentation including methodologies, assumptions, datasets, and dashboards for continuity, ensuring complete and accessible documentation and reporting artefacts that enable smooth handover and business continuity.

Support ad hoc strategic analysis and management reporting, providing flexible and timely support aligned to changing GSCM priorities while maintaining quality.

NOTE: The above responsibilities document the major levels and scope of work expected of the incumbent. They are not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent. The incumbent may be asked to perform other duties as required.

SCOPE OF AUTHORITY (BUDGET, DIRECT REPORTS, INDIRECT REPORTS, ETC)

SIZE OF OPERATIONS (e.g., budget, operating and personnel budgets, reports, transactional volume, vessels, if known)
No formal budget ownership is assumed unless specifically assigned, but the role may influence investment cases, prioritisation decisions and resource allocation through analysis and recommendations.

The role owns the analytical assessment and recommendation development for concurrent GSCM workstreams directly and is responsible for workplans, analyses, management materials, decision support packs and knowledge assets relating to new initiatives.

MANAGEMENT OF PEOPLE
Direct Reports: No. of people: 0
Indirect Reports: Usually provides day-to-day guidance or functional oversight to multiple cross-functional teams. No. of people: 0

POSITION QUALIFICATIONS AND REQUIREMENTS (TO BE FULLY COMPETENT IN THE JOB)

SPECIAL SKILLS (COMPUTER SKILLS, QUALITY KNOWLEDGE, SPECIAL PROGRAMMES)
Advanced Excel/Sheets and PowerPoint/Slides with working knowledge of BI tools such as Power BI, Tableau, or Looker.
Strong quantitative and qualitative analysis skills, including modelling and business case development.
Ability to structure ambiguous problems into clear hypotheses, workplans, and insights.
Effective stakeholder management with clear executive communication and storytelling.
Proven ability to manage multiple workstreams independently.

PREFERRED EDUCATION
Bachelor’s degree in Data Analytics, Business, Economics, or a related field.

WORK EXPERIENCE (YEARS OF EXPERIENCE IN THE INDUSTRY AND FUNCTIONAL AREA)
Typically 5+ years of experience in strategy, business analysis, commercial planning, customer service, consulting, transformation, PMO, or a related analytical role.
Experience independently leading workstreams, building decision materials for management, and coordinating junior support is strongly preferred.

WORKING RELATIONSHIPS
Frequent contact with GSCM leadership, Sales, Customer Service, Commercial Excellence, Finance, Operations, Digital/Data/BI teams, country or regional stakeholders, PMO or transformation teams, and external partners or vendors where relevant.

Qualifications

Graduate/Post Graduate

Additional Information

It is  an IC role

Location : Hyd

Every quarter for a week travel is required 

Shift timing : 12:30 – 9:30