Assistant Manager - Operations

Assistant 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.

Supervise and manage a team of customer service representatives, ensuring adherence to company policies and procedures.

Monitor and evaluate team performance, providing regular feedback and coaching to improve productivity and quality.

Develop and implement strategies to enhance customer satisfaction, SLAs and operational efficiency.

Handle escalated customer issues and resolve them in a timely and effective manner.

Collaborate with other departments to ensure seamless service delivery and address any operational challenges.

Prepare and present regular reports on team performance, client feedback, and operational metrics.

Assist in the recruitment, training, and development of team members. Conduct one on ones

Stay updated with industry trends and best practices to continuously improve service delivery

Key skills:

Life and Pensions experience

Qualifications

Graduate