Senior Group Manager - Operations

Role Overview: As an Operations Manager at WNS (Holdings) Limited, you will be responsible for overseeing and developing a team of customer service specialists. Your main focus will be on optimizing processes and systems to ensure high performance, customer satisfaction, and operational efficiency. You will work closely with clients, internal teams, and leadership to drive business success. Key Responsibilities: - Lead and motivate a large team to meet performance goals such as service levels, productivity, CSAT, and error rates. - Provide coaching and career development opportunities to team members. - Monitor and drive KPIs, implementing corrective actions when necessary to ensure top-tier service delivery. - Communicate proactively with clients, preparing and presenting business reviews and performance updates. - Partner with cross-functional teams to implement scalable processes and systems that support growth. - Provide support to the team in handling escalated issues and customer inquiries. Qualification Required: - Educational Background: MBA in Operations, Analytics, or related field from a Tier 1 Business School. - Experience: 4+ years in operations management or customer service, preferably in a fintech or tech-driven environment. - Skills: Strong leadership, analytical, and problem-solving skills. Proficiency in performance metrics, process optimization, and client communications.,