Group 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. Staff engagement in an environment that is structured and repetitive Building a high performing team by developing collaborative relationships in line with organization and client values Adherence to all the regulatory bodies in UK Achievement of agreed performance targets set by the business Delivery of agreed service agreements with internal customers and where applicable external customers Work closely with the team to identify and recommend opportunities to improve the effectiveness and efficiency of Business support functions Facilitate an environment of continuous improvement Determining priorities amongst strategic and tactical initiatives Maintain and promote communication channels with key stakeholders. Ensure that quality assurance targets are met and that the teams are compliant at all times. Identify and address training development needs of the team. Allocate and manage workflows within the team. Manage all staff metrics including unplanned leave, leave tolerance, staff turnover. Conduct regular performance reviews and feedback to develop personal performance of direct reports. Deliver understanding of principals of customer service to all team members across all brands. Handle escalations Provide inputs on process and system to the team members Client Interaction Ensure compliance with internal policies and procedures, external regulations and information security standardsKey Skills Coaching and feedback skills Excellent communication skills Self-motivated and self-directed Problem-solving and analytical skills Customer centricity  Ability to work with speed & accuracy High level of attention to details  Effective decision making skills Time Management, prioritizing & organizing skills Demonstrates empathy and understanding for our client circumstances Ability to maintain composure and patience when facing operational pressures and be able to multi-tasking Receptive to feedback  Able to communicate change positively

Qualifications

 Graduate (any stream) with greater than 12 years of overall experience of which minimum 5 years should be in a Team handling capacity.  Prior exposure in an Insurance and Lloyds of London experience would be desirable.