WNS Looking for Group Manager – Operations – Chat – Pune at Pune, Maharashtra, India Full Time

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

• Group Manager will manage team of 80-100 staff and will be responsible for day-to-day operations. This role also requires him/her to liaise with the clients on a daily/weekly basis and ensure contractual deliverables are met.
• Manages a group of FLM (AM/DM) and is primarily responsible for delivering SLAs and schedule for tasks performed.
• Drive team performance, KPI management, ing, absenteeism, attrition, etc.
• Handle day to day operations with focus on coaching, recognition, performance management and analysis including data trends and drivers.
• Manage customer/client escalations effectively as per guidelines.
• Interact regularly with the clients to share updates, manage operational reviews.
• Responsible for client and employee satisfaction and reduce attrition by working closely with the HR, while also collaborating with other process owners and training / quality managers to share best practices and drive higher results.
• Determine capacity planning, hiring needs and interviewing to onboard appropriate skill sets required for service delivery.
• Drive Transformation and process improvement initiatives in the processes.
• Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.
• Demonstrated leadership ability and excellent people management skills.
• Knowledge and experience in organizational effectiveness and operations management
• Excellent computer skills and proficient in Excel, Word, Outlook, and Access
• Excellent communication skills both verbal and written.
• Excellent interpersonal skills and a collaborative management style
• A demonstrated commitment to high professional ethical standards in a diverse workplace
• Open to direction and Collaborative work style and commitment to get the job done.
• High comfort level working in a diverse environment.
• Solutions mind-set, passion to drive better customer experience.
• Ability to adapt self with the team in-case of adversity, business challenges/requirement.
• Attention to details.

Qualifications

Graduate

Additional Information

• Experience of minimum 2 years in General Insurance or Chat Process is a must. Policy Servicing in general insurance will be preferred.
• At least 1 year experience in handling Operations with a span of at least 70 employees and team leaders
• External Certification in P & C / General Insurance will be an advantage