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
- The primary responsibility is to manage the day-to-day activities in the process to ensure that the SLA & Targets are met.
- Managing and getting the work done from team.
- Keep the stakeholders informed of any changes and decisions taken.
- Helping the team to resolve their queries and creating backups for the process.
- Gain support from key leaders and staff within the organization to ensure support for work objectives and team initiatives.
- Manage Conflicts within team and ensure employees treat each other with respect.
- Manage and highlight staff attrition through Monthly One-on-One, EWS and Performance management gauging (PIP).
- Identify capability requirements needed to deliver future team objectives and manage team resources to meet these needs.
- Ensure One on One session been conducted and feedback given in constructive manner.
- Ensures trainings are organized across levels based on the area of development and creating future leadership.
- Ensure the Workflow design for optimum staff and process coverage to achieve the service Levels agreed within the TAT.
- Manage daily operations of the fiduciary business, which includes weekly client calls, mails follow up, completion of reply received, interact with client teams (Onshore) and escalate issues for faster resolutions.
- Ensure staff are trained as per the sub threads and Cross Functionality.
- Ensuring process compliance with approved procedure & work manual documentation at the process level received from the client.
- Ensure Zero Surprise elements for process complaints and issues.
Qualifications
Graduates Only
