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Senior Group Manager

3 months ago

Bengaluru, Karnataka, India WNS Global Services Full time
Job Description

Overall Purpose  The position requires the ability to lead the team in achieving their targets.

The individual serves as a coach and mentor for direct reports with a "lead by example" approach in hitting targets and holding themselves and their teams accountable for performance.

The position includes engagement in hiring, training, coaching, other administrative activities and requires effective interpersonal and oral/written communication skills.

 It is also critical that the Manager develops and maintains a positive work environment and culture. Manages the day-to-day workings of the teams.

Provides guidance and support to the Team Leaders to function independently and meet daily/weekly/monthly targets.

 Managing SLAs, staff development and welfare, administrative tasksPrincipal accountabilitiesProcess  Delivery Excellence:
Understand and follow all operational and procedural related activities and tasks in order to deliver as per SLAs Analytical Thinking &

Problem Solving:
Spots anomalies and aberrations and solutions for the same; gets into the root cause in a structured way analysing the causes as well as applying understanding of the context and scenarios to identify the cause of these anomalies

 Process Knowledge:

Understanding of the business process and the ability to identify process gaps. Business Reporting – Source, interpret reporting diagnostics to better drive and enhance the business performance and outcomes to ensure business objectives/targets are achieved.

Ensure actions are in place to address anomalies. General Administration – Analyse intraday reporting and ensure tactical measures for smooth service delivery. Capacity management and resource planning – To ensure that 100% billable staff is always available for production. Business Relationships – Establish and cultivate a strong business relationship with Partners to collaborate, make decisions and produce outcomes. Communication – Review and deliver effectively with the support functions and Partners on any key messages, business updates and Team Time agenda items.

 Support function management – Working closely with Training, Quality, Risk, Transformation, WFM, HRBPs, facilities, IT to ensure effective operationsPeople/Client  Implement and lead people within the WNS Principles, Code of Conduct and demonstrate the WNS Values of Client First, Integrity, Respect, Collaboration, Learning and Excellence People Management:
Ability to interact and build good relationship with client and team members. Creating brainstorming activity to create innovative ideas resulting in value addition. Constructive delegation and feedback for directive support. Retention focussed management with strong EWS governance mechanisms.

 Leading and Engaging People:

The ability to work effectively in a diverse multi-cultural environment – upwards, with reports and collaboratively across work stream – to engage and lead people and teams to deliver results. Reward & Recognition – Celebrate and encourage Reward and Recognition of team members and peers for outstanding work, KPI's and other achievements. Performance/Development – Review of individual and team's performance with Team Managers, discuss individual development plan including progress to and setting of goals.

 Client Centric Execution:

Ability to deliver exactly what was promised to the client based on a clear understanding of client needs.

Demonstrating fierce determination, ownership, and intrinsic motivation to meet organization goals outcomes despite complexities and ambiguity. Safety and Wellbeing – Work closely with WNS Leadership and Partners to ensure alignment of work processing practices that drive effective governance and control to ensure mitigation against risks (commercial/brand/reputation/people).

Qualifications

 Minimum Academic Qualification (Degree): Any Graduate  Minimum Work Experience (in months/years): Minimum requirement of at least 3 years with relevant experience as an Deputy Manager or Minimum requirement of at least 2 years with relevant experience as a Group Manager preferably in US L&A Insurance System working knowledge required: Proficient in computer applications. WNS policy on background checks to be followed Excellent communication and comprehension skills Good business writing skills Knowledge of US Life insurance/annuities Flexibility with shifts – US shifts Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills. Knowledge of management principles and familiarity with CRM systems and practices  Strong coaching and leadership skills, ability to motivate employees. Decisiveness and attention to detail. Proficiency with the call centre technology, including computers, software applications, phone systems, etc. Polite, professional phone voice.
Additional Information