Assistant Manager

Assistant Manager - Operations

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.

Process Related:
• Knowledge of UK Insurance process is preferable
• Ensuring is able to capture and performance manage key metrics like Productivity, Utilisaiton, Quality etc.
• Identifying avenues of efficiency and quality Improvement to benefit end customer
• Ensuring all CSL's/Key MI's are met month on month – TAT, Quality, Complaints and Breaches
• Building team versatility to ensure SLAs met
• Should be able to analyse data and have good client management skills
• Ensuring Capacity and Shift Planning is appropriately done with minimal impact to business
• Appropriate and timely escalations to immediate supervisor
• Eye for detail to identify problems and fix the same proactively
• Identify Process Improvements & driving them with the help of proper resources
• Ensure that Legal and compliance defects are zero or tend to zero.
• Identify additional off shoring opportunities from existing business areas in India
• Liaising with Other Support functions
• Working on escalations/business cases that need to be discussed with the client for decision making, PIP cases and disciplinary issues
• Timely management and resolution of chasers/escalations from Onshore
• CII certification is preferredPeople Related:
• Regular team huddles & timely team-meetings & Regular monthly feedback (1-on-1's) and development plans
• Daily attendance and leave management
• Ensure timely and effective Rewards and recognitions within team
• Ensure staff welfare activities are conducted each quarter as per budget
• Ensure PNQs are revised as needed and VIC structure is fair to all employees
• Assist and support Group Managers and peers wherever required & be part of a collaborative work environment in achieving personal & team goals
• Hiring and Manpower planning
• Ensure team bonding, Manage & guide career aspirations of agents
• Ensure Employee Satisfaction at high levelsCustomer Related:
• Ensuring that Compliance standards are met, regarding Data Protection and other regulations
• Ensure escalations from clients are effectively managed and kept to a minimum
• Focus on customer service and aim for zero escalations
• Knowledge of Consumer Duty, TCF and application in business
• Adhere to Client specific policies and compliance regulations
• Establish peer-to-peer relationships with the onshore business
• Ensure complete, transparent and frequent communication with the businessReporting and Documentation:
• Accurately and timely reporting of CSL/Key MI for external and internal customer
• Accurately and timely reporting of all Internal reporting (WNS specific)Quality Related:
• Aim to meet the QA target for the month at 100%
• Proactive RCA/MCA completed and solutions presented to the business with suggestions on additional controls Training:
• DPM are reviewed and updated regularly with required changes if any and relevant approvals sought
• Training schedules are followed
• Training programmes are attended
• Cross training plans set by the supervisors to be adhered to
• Training imparted to be implemented in day to day processing
• Nominations for soft skill trainings as per development plan
• Up skill using existing WNS training modules
• TNI for the team and nominations for trainingsOthers:
• Adhere to WNS & Client specific policies and compliance regulations
• Be professional and courteous & maintain a high level of integrity and confidentiality at all times
• Assist and support Group Managers wherever required & be part of a collaborative work environment in achieving personal & team goals
• Engage in personal development
• Work with HR Department and the Service Delivery Leader on getting the right people with the right skill sets for the job
• Involve HR on attrition related issues
• Timely engagement with HR to initiate performance improvement plans where needed

Graduate / Post graduateCII certification - CF1, FA1 / FA2 preferable Quality - lean, YB / GB preferableInsurance experience mandatory Manager role experience for minimum 2 years mandatory