WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Philippines - Established in 2008, WNS Philippines has been delivering the full spectrum of BPM services – in customer interaction services, finance and accounting, research and analytics, technology solutions and industry-specific businesses for more than 10 years. With more than 8,000 employees spread across 11 sites located in 4 key cities, Quezon City, Pasig City, Muntinlupa City, and Iloilo City – WNS is one of the fastest growing centers in the country.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and enjoy wide variety of best in class benefits, Also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

•Direct and constantly improve Operations to ensure customer satisfaction, and improved chat efficiency• Meet, if not exceed all service levels through effective planning and forecasting• Coach, mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress• Synergize with other departments namely: Human Resources (HR), Training and Quality Assurance (TQA), Workforce (WFM), Finance and Administration, and Information Technology (IT) to ensure success• Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency• Conduct regular staff meetings to discuss the account’s status and progress keeping the management team abreast with the latest developments• Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service• Work with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships• Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees• Perform other duties and responsibilities that may be assigned from time to time• Envision the program’s future and implement plans, strategies and policies to guide and direct employees to achieve it• Supervise and coordinate the program’s operations and make sure employees have the resources needed to do their jobs• Establishing organizational compliance and control standards to ensure company staff follow ethical business practices• Building the program and company image through effective and progressive interaction with clients and other departments• Establish and maintain operational performance metrics based on identified service level agreements• Process improvement initiative for the account in line with company's goals and objectives• Create an executable framework for people development at all levels to create a pool of resources ready to take on new roles, challenges and responsibilities• Adherence to all company-related compliance details• Proactive communication and early engagement with new hire employees, and ensure overall employee satisfaction for the span

Minimum requirement of at least 3 years with relevant experience as a Group ManagerMinimum requirement of at least 2 years with relevant experience as a Sr. Group ManagerExperience managing large teams (250-300) in an operations or account manager role in a complex, high-stress, target driven process and client facing environment