Senior 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.

Job Description

Sr Group Manager will closely be working with the management team at a leadership level. Roles & Responsibilities: Client Engagement:• To assist and provide support to Line Manager on ad-hoc projects• Ensure that all transactions are executed with proper approvals wherever required• Provide effective support to department head in managing Business and Client requirements.• Provide support for the regular review and update of Operating Procedures in the team, ensuring changes to processes are updated and documented.• Support the team in all audit engagements, risk reviews and process review as and when requiredPeople Development:• Conduct Monthly huddles• Quarterly 1-1’s to be performed• Monthly team meeting to be performedTeam/Process Management:• Ensure NCNS are controlled and proper feedback shared to employees• Manage queues properly and avoid adhoc request• Keep the OT hours at minimal level• MIS reports are sent on time• Review process update tracker and ensure team are aware of the updates.Efficiency Management:• Ensure set productivity targets met by team members on daily basis.• All the staff in your team to be cross trained atleast 2 products and they deliver atleast 5% of the daily productivity in their cross trained products.Knowledge:• Ensure team is attending all the training session as per requirement of WNS and Client• Ensure team is completing the web based training before the deadline.Quality: • Ensure Minimal operational errors and nil operational/financial loss errors• All errors/nearmisses are reported ontime to management without delay• Root cause analysis performed for errors and corrective action implelented. Maintain document for the same.

Qualifications

Bachelors Degree with minimum 12+ years of experience in Travel Industry