Group Manager - Operations

WNS Global Services Pvt Ltd

Pune

Not disclosed

Work from Office

Full Time

Min. 3 years

Job Details

Job Description

REF79400K- Group Manager - Operations(Voice Process) , Australian Shifts

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

Manage a complex portfolio of work to ensure business and customer needs are met

 Manage and report on team performance including staff metrics and conduct regular performance reviews and feedback to develop personal performance of direct reports.

 Hold team members accountable for performance against key metrics, including achievement of financial and efficiency outcomes, and manage underperformance,

 Actively motivate, develop, coach and engage team members to drive results and create a high performing team Analyse relevant metric data and reports to identify trends to continuously drive improvements in business results.

 Effectively lead and manage change, including through identification and delivery of business improvement opportunity initiatives

Qualifications

Graduate in any field.Exceptional verbal and written English communication skills.Minimum 3 year's experience in an English-speaking voice-based contact Centre account. Experience in a financial services business process is preferred.Minimum 36 months leadership, management, or formal mentoring experience, including for complex voice capability.