Senior Group Manager - Process Training

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

• Sr. Group Manager

Summary:• Site Lead – training Key Responsibilities:

• Work with the Training leads ( Group Manager / Sr Group Manager ) in providing inputs on development areas of the associates

• Perform other duties and responsibilities that may be assigned from time to time

• Attends meetings within the program or with another department whenever necessary

• Listen to calls and provide coaching and feedback to associates on a language perspective

• Provide real time support to advisors

• Should be knowledgeable on the business/process

• Should have good communication skills and would be interacting with internal stakeholders and to some extent with the end clients

• Should have analytical ability and ability to understand the business impact of nos.

• Should be able to manage multiple teams and multiple location by providing KPI and driving it

• In depth understanding of training metrics and impact to business metric

• In depth understanding of TNI/ TNA process and ability to make recommendations for process improvements

• Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration

• Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives

• Be well versed in analyzing data and suggesting measures towards improving revenue generation for the function

• Maintain vertical hygiene by ensuring reports, data and documents are in place

• Promote standardization by creating SOPs

• Promote behavioral training programs and promote the programs in order to ensure maximum participation

• Act as a mentor for the team and hold the team together by promoting an environment of learning and team work

• Represent the training function at weekly and monthly internal and client meetings

• Manage OJT performance Experience

Graduate

US Night Shift

• At least 3-5 years of relevant work experience as Sr Group Manager in Training

Minimum Qualifications

:• Candidate must possess at least a Bachelor’s/College degree, any field

• Excellent Interpersonal skills

• Excellent English communication and writing skills

• Excellent facilitation skills

• Should have an eye for detail

• Coaching and feedback skills

• Excellent knowledge of contact center and customer service operations

• Should possess an eagerness to learn on the job

• Excellent knowledge of MS Office, especially ‘Excel’ & ‘Powerpoint’

• Knowledge in Reporting Tools, EWFM, Financial Snapshots etc

Additional Skills/ Requirement

• LEAN/YB/ GB certification preferred

• Team & multi location handling experience Reports To: General Manager - Training