Senior Operations Associate

Senior Associate - 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

Functional Knowledge
Demonstrates a solid understanding of Order-to-Cash (O2C) processes and effectively applies relevant principles to assigned tasks. Capable of independently managing responsibilities such as Collections and Cash Application in alignment with client-specific processes, while ensuring adherence to turnaround time (TAT) and accuracy standards.

Collections Responsibilities:

• Conducts voice-based customer interactions
• Manages disputes efficiently
• Performs customer account reconciliations

Customer Orientation

• Understands client expectations and requirements thoroughly
• Consistently strives to meet and exceed Service Level Agreements (SLAs) and deliverables
• Takes ownership of issues, ensuring solution-oriented approaches and effective communication of findings and resolutions
• Builds and maintains strong relationships with line managers, counterparts, and stakeholders

Accountability

• Has clear understanding of role expectations and performance metrics
• Takes ownership of responsibilities and consistently delivers measurable outcomes

Collaboration & Teamwork

• Aligns efforts with organizational goals beyond individual responsibilities
• Demonstrates a collaborative mindset and supports team objectives
• Effectively resolves conflicts at own level and escalates when necessary
• Adapts positively to change and does not resist change management initiatives

Analytical Thinking & Problem Solving

• Identifies anomalies and irregularities in processes
• Applies structured root cause analysis to understand issues
• Uses contextual understanding to develop practical and effective solutions

Communication Skills

• Communicates with confidence, clarity, and professionalism
• Actively listens and responds with empathy to others’ inputs and concerns
• Demonstrates strong verbal and written communication skills with clear articulation of ideas

Qualifications

 The ideal candidate for this position will have an experience between 1-5 years of corporate collections experience including interaction with a large customer base

 Should have worked on SAP as end user

 Strong communication, problem solving and analytical skills required.

 Good understanding of basic accounting principles

 Must have attention to detail with an eye for accuracy.

 Creative, self-disciplined and capable of identifying and completing critical tasks independently and with a sense of urgency

 Bachelor degree in Finance, Accounting or Business Administration

Experience Level

Mid Level