Assistant Manager

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 Over 5 years of experience managing process training for a customer service contact center - New Hire Trainings and Training Initiatives for the existing employeesKnowledge of Mortgage process products from banking and financial industry would be added advantageBe ready to learn the process get trained and certified yourself and become the certified trainer for the accountTo be able to work on the ground with ground level staffs and the existing trainers managing basic stuffs in the classroom and OJTs drive call simulations knowledge assessments and retentions activitiesDriving BAU practices conducting regular assessments drive process updates completions drive process accuracy by liaison with operations and quality team Drive soft skills training Training logistics with facility WFM Ops and all other functionsShould be knowledgeable on the business process in customer experience area Should have excellent communication skills and be able to interact with internal stakeholders and clientsShould 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 itIn depth understanding of training metrics and impact to business metric In depth understanding of TNI TNA process and ability to make recommendations for process improvementsLiaise with stakeholders to identify process improvement projects and launch it end to end with collaborationCreate value for the team by acting as a consultant for operations and identifying process improvement and quality related initiativesBe well versed in analysing data and suggesting measures towards improving revenue generation for the functionMaintain vertical hygiene and compliances by ensuring reports data and documents are in placePromote standardization by creating SOPs across training - Standardization Promote behavioral training programs and promote the programs in order to ensure maximum participationWork with the Vertical leads in providing inputs on development areas for projects initiated Provide real time support to teams working on projects Qualifications Qualifications Minimum requirement of 10-12 years in the training function with excellent knowledge of contact centre and customer service operationsCandidate must possess at least a Bachelor College degree any fieldKnowledge of Mortgage process products from banking and financial industry would be added advantageExcellent Interpersonal English communication and writing skillsExcellent facilitation skillsShould have an eye for detailCoaching and feedback skillsShould possess an eagerness to learn on the jobExcellent knowledge of MS OfficeKnowledge in Reporting Tools Financial Snapshots