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WNS Holdings
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Senior Group Manager - Operations

Senior Group Manager - Operations

WNS Holdings

5 - 9 years

10 - 14 Lacs

Gurugram

Posted:1 hour ago| Platform:

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Skills Required

operations management customer service process optimization fintech performance metrics project management team management program management operational efficiency career development csat service delivery technical analysis coaching

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Overview:The Operations Manager will oversee and develop a team of customer service specialists, optimizing processes and systems to ensure high performance, customer satisfaction, and operational efficiency. Youll work closely with clients, internal teams, and leadership to drive business success.Key Responsibilities: Team Leadership & DevelopmentLead and motivate a large team to meet performance goals such as service levels, productivity, CSAT, and error rates. Provide coaching and career development opportunities. Performance ManagementMonitor and drive KPIs, implementing corrective actions when necessary to ensure top-tier service delivery. Client Communication & Business ReviewsCommunicate proactively with clients, preparing and presenting business reviews and performance updates. Process Optimization & ScalingPartner with cross-functional teams to implement scalable processes and systems that support growth. Support & Escalation ManagementProvide support to the team in handling escalated issues and customer inquiries. Qualifications Qualifications & Skills: Educational BackgroundMBA in Operations, Analytics, or related field from a Tier 1 Business School. Experience4+ 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. Job Location

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WNS Holdings

www.wns.com

Business Process Management (BPM)

Mumbai

45,000 Employees

254 Jobs

Key People

Keshav Murugesh

CEO
Ameet R. Kakkad

CFO
Rohit S. Sinha

COO
Dinesh S. Satyam

Chief HR Officer

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Senior Group Manager - Operations