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.

Responsibilities • Ensure the department resource is used appropriately to manage daily workloads and hit service targets, supporting your manager with recruitment and the daily running of the department.• Provide guidance and support to your team through continued performance feedback to ensure they display a high level of functional and technical expertise when handling all front line and back-office tasks.• Monitor, drive and record the performance results, displaying a pro-active approach to coaching.• Support across your own team and other departments by sharing information and expertise where required.• Identify training needs amongst your team and providing necessary feedback for those training needs to be addressed appropriately.• Ensure you are up to date with the appropriate and relevant FCA regulation training.• Maintain an appropriate level of knowledge regarding our products, procedures, service, system and frameworks.• Support and embrace change/continuous improvements across the department.• Any other tasks deemed appropriate by the Line ManagerRequirements • A positive attitude towards developing staff and achieving department service level targets.• Decision making capabilities.• Demonstrate role model behaviours.• People management skills• Approachable nature• The ability to build and maintain positive relationships with all customers, colleagues and members of management.• A professional and proactive customer focused outlook with a passion to demonstrate a high level of customer service.• A flexible approach to working and a willingness to adapt to the role when required to assist the department.• Demonstrates an excellent knowledge of all relevant processes (internal and external) as well as all necessary regulatory requirements and commitments.• Maintain up to date knowledge of trends with regards to regulators and the pet insurance industry• Maintain timely and accurate records – identifying trends to inform future process change and decision making.• Meets all deadlines of internal and external parties.• The Ability to read, write and speak English fluentlyPreferred Requirements • Knowledge and experience of the Pet Insurance industry, as well as an understanding of our competitors, customers and the Pet Insurance market• Experience in Claims/BPO and Vet Background• Previous experience working within Financial Services

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