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 Summary (Description of the role / position)Process management:Responsible for management and coordination of overall operations for team handling Insurance Claims related activities, SLA delivery across all processes, quality and general administrationTeam Management and People Development:Lead & motivate the team and ensure their development through direct coaching/feedback wherever required. Support learning and development initiatives, provide coaching and counselling, drive staff motivation and retention programs. Effectively implement rewards/recognition, appraisal & incentive programs. Create cross-functional teams to drive versatility and encourage team buildingKey Role Accountability
- Ensuring all business requirements are met within specified timeframes to maintain service level arrangements
- Ensuring individual and team output is as per the set quality standards
- Zero to minimal escalations or breaches
- Display high levels of customer service to facilitate prompt resolutions
- Engage and build strong relationships with relevant internal and onshore stakeholders
- Coaching and performance improvement of staff in bottom quartile
- Coaching and development of SME’s to ensure talent and knowledge retention
- Provide timely feedback to ensure there is no drop in individual and team performance
- Good understanding of the Quality Framework and principles
- Familiarity with IT ways of working and experience in liaising between business and IT
- Internal co-ordination with Projects & Support teams to identify areas of opportunity to uplift individual and team performance
- Adherence to agreed frequency and content of MI reporting both internal and external
- Conducting monthly one-to-one of direct reportees to ensure timely performance feedback is provided and any EWS identified and reported
- Leave management to ensure shrinkage is within acceptable limitsProficiency in technical operating systems or platform
- MS Office applications such as Excel, Work, PowerPoint
- Preferred knowledge/exposure to reporting tools such Tableau
Qualifications
Candidate profile Requirement (Education & Requisite Trainings required to perform the role (critical to hire, failing this the profile will be rejected)Critical to hire - Minimum Academic Qualification (Degree) University Graduate (10+2+3)/Post Graduate Critical to hire - Minimum Work Experience (in months/years) 4 to 5 years of experience in ITeS/BPO/BPMCritical to hire - Experience for the role Experience in General Insurance with preferred experience in Claims (any LOB’s)
