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

> Operation delivery- 1) SLA management (including waiver for SLA misses) 2) No NC Audit findings - Inclusing closure of all risk gaps within timelines3) Change Request management4) Productivity at 100%5) Billing accuracy and adherence to bench% for process> Process Excellence 1) Driven 15 ideas in the team each month> Governance 1) Complaints + Breaches + Operational Events oversight 2) Governance packs & MOM's - Accuracy of data and timeliness3) Accuracy for the reports published & timeliness for all reporting> People1) Variable Incentive Compensation - Incentive structure effectiveness 2) Adherence to the bell curve 3) review every quarter and updation every year4) Attrition management 5) EWS EWS accuracy for the team6) Rewards - Adherence to budget, Qualitative comments, Relevant awardees7) 1-0-1 Agent Audits Audit conducted and findings shared with Sr. Manager highlighting non-adherence cases8) TAPP reporting - adherence to breaks, on floor time and utilisation > Learning 1) CBT completion CBT completion all green for team (except ML cases) 2) 8 hours invested in the month for self development via Self nomination3) CII certifications into L&P added advantage (LF1, CF1, FA1, FA2)

Qualifications

Bachelor's degree