Group Manager

3 days ago

PunePimpriChinchwad Area, India WNS Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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
Key Responsibilities:

Team Leadership & Management

  • Supervise Team Leaders and their respective agents.
  • Conduct performance reviews and coaching sessions.
  • Foster a culture of accountability, engagement, and continuous improvement.

Operational Excellence:

  • Monitor and analyze KPIs such as AHT, CSAT, FCR, SLA adherence, and productivity.
  • Implement process improvements to enhance efficiency and quality.
  • Ensure compliance with company policies and client requirements.

Client Relationship Management:

  • Serve as the primary point of contact for client escalations and operational updates.
  • Participate in client calls, business reviews, and strategic planning sessions.

Reporting & Analysis:

  • Prepare and present operational reports, dashboards, and insights.
  • Use data to identify trends, risks, and opportunities for improvement.

Workforce & Capacity Planning:

  • Collaborate with WFM and HR to ensure optimal staffing levels.
  • Support recruitment and onboarding of new hires.

Training & Development:

  • Identify training needs and coordinate with L&D teams.
  • Promote career development and succession planning.

Qualifications
Qualifications:

Education:
Bachelor's degree in Business Administration, Management, or related field (preferred but not always required).

Experience:

  • 5+ years of experience in BPO operations, with at least 2 years in a managerial role.
  • Proven track record of managing large teams and delivering results.

Skills:

  • Strong leadership and people management skills.
  • Excellent communication and interpersonal abilities.
  • Analytical mindset with proficiency in Excel, reporting tools, and CRM systems.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Familiarity with Six Sigma, Lean, or other process improvement methodologies is a plus.
  • Certifications (Optional but Advantageous):PMP, Six Sigma, COPC, or similar operational excellence certifications.

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