Group Manager Ops

Jobinhalt

Company DescriptionWNS (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 375+ clients with the help of our 42,000+ employees. Our global footprint spans 16 countries with 60 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.Job Description

• Responsible for individually managing the Service delivery for the assigned processes
• Responsible for meeting all the agreed process SLAs / KRAs consistently
• Managing relationship with External & Internal customers
• Responsible for daily / weekly / monthly reviews, communications with Customers. Communication with various stakeholders (verbal / written)
• Handle any escalations at level 1 and level 2
• Work with team on the identified roadblocks / potential problems for processes/procedures and implement possible solutions to avoid any delivery impact
• Responsible for new changes / transitions in process.
• Work towards process improvements & team development by developing and maintaining training programs in conjunction with the Training team to ensure that all personnel have the necessary skills to perform their duties accurately and productively
• Monitor team and process performance relative to expectations and maintain records, take appropriate corrective actions, if required
• Ensure process & team is compliant with various required standards and WNS policies
• Coordinate with various internal support teams
• Should be able to take decisions independently
• Should be able to lead from front / lead with examples
• Increase process effectiveness through quarterly reviews ensuring accuracy and data integrity of all transactions
• Responsible for identifying and creating business cases, flow charts, process diagrams to facilitate the automation of processes
• Identify process improvements by introducing automations
• Create Leadership presentations Process Handbooks Use case documents Process flow documents using MS PPT.
• Manage project operations with key focus on defining the Service Level Agreements (SLAs) by interacting with clients, business partners, industry leaders, vendors and other stake holders
• Cross functional coordination
• Work with key stakeholders across various functions like business leaders, senior leadership, finance and technical teams to deliver client expectations and secure on-going revenues
• Work closely with the on-shore counterparts and the leadership team to drive process efficiency across initiatives
• Coordinate with the project managers to deliver projects to ensure appropriate balance between processes and strategic planning while providing continuous growth and improvement aligning with the organizational goals
• Team management
• Manage a team to create re-usable assets around the program management processes. Also involved in driving internal trainings on tools and technologies for large audience
• Client Relationship Management
• Obtain a detailed understanding of clients internal processes and workflow to enable better service delivery through project managers and enhanced client relationships.
• Program Management and continuous improvement

Qualifications

• Knowledge and Skill Requirements
• Post Graduate or equivalent is required.
• People management skills
• Problem Solving / Conflict management
• Decision making
• Attention to Detail
• Team building
• Ability to handle stress
• Retention Management
• Stakeholder management /
• Basic Microsoft Office and computer skills
• Excellent Verbal Communication Skills / Written Communication Skills
• Excellent organizational and time management skills
• Leadership skills

Additional Information

• Participate in requirements analysis
• Collaborate with internal teams to produce software design and architecture
• Test and deploy applications and systems
• Improve existing software
• Serve as an expert on applications and provide technical support