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

Key Responsibilities:

Owns all Team SLA's*Manages al client conversations on day to day basis Leading & driving Reservation and General booking Teams to ensure compliance to all defined SLA metrics.Providing detailed insights to the business and manage customer expectations.Anchoring operations team for meeting defined milestones and month / quarter / annual deadlinesFacilitating and coordinating all team requirements incl. governance and reporting Attends meetings within the program or with another department whenever necessaryListen to calls and provide coaching and feedback to associates on a language perspectiveShould be knowledgeable on the business/processShould have good communication skills and would be interacting with internal stakeholders and extent with the end clientsShould have analytical ability and ability to understand the business impact of nos.Should be able to manage multiple teams and multiple location by providing KPI and driving itIn depth understanding of  Operations SLA  nd impact to business Liaise with stakeholders to identify process improvement projects and launch it end to end with collaborationBe well versed in analyzing data and suggesting measures towards improving revenue generation for the functionMaintain vertical hygiene by ensuring reports, data and documents are in placeAct as a mentor for the team and hold the team together by promoting an environment of learning and team work

 

QualificationsCandidate must possess at least a Bachelor’s/College degree, any fieldExcellent Interpersonal skillsExcellent English communication and writing skillsExcellent facilitation skillsShould have an eye for detailCoaching and feedback skillsExcellent knowledge of contact center and customer service operationsShould possess an eagerness to learn on the jobExcellent knowledge of MS Office, especially ‘Excel’ & ‘PowerPoint’Knowledge in Reporting Tools, EWFM, Financial Snapshots etcAdditional Skills/ RequirementLEAN/YB/ GB certification preferredTeam & multi location handling experience

Additional InformationMinimum qualification - University (Bachelor’s) degreeExcellent communication skills (verbal and written) Excellent Analytical skills8years work experience in Managing Team for voice line of workMin of 4 years’ experience in managing Travel accounts - preferably corporate travel3-4 years of team handling experience mandatory including handling large team sizePrior experience in client management mandatoryAdvanced MS Office knowledgeExcellent communication skills - written and verbalGood analytical skillsExperience in managing contracts and PNL