Job Description
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
Role description: End to end workforce management related activities.Part of the core team to design and develop business continuity plans for all businesses and functional areas on a global basisIdentifying and monitor potential BCP situations proactively. Work closely with WNS location BCP leaders on an ongoing basis.Timely communicate to Farmers and WNS operations and extended teams as BCP situations develop.Work closely with Farmers and WNS WFM teams to evaluate potential impact to Service operations.Recommend potential mitigation plans for BCP situations in joint consultations with Farmers and WNS operations and WFM leads.Facilitating business continuity exercises to test the effectiveness of business continuity plans and identify gaps.Managing governance for team, performance discussion, feedback, etc.Management for other activities i.e. Audits and workforce transition, reporting etc.Process related experience:Hands on experience in Forecasting, Planning, Scheduling, RTAAble to work on MS-Office Excel, Word & PPTsHas worked on at-least one WFM tool like IEX (Desirable), Aspect, Blue-Pumpkin etc.Exposure to at least one of the Voice ACD tools like Avaya CMS, Nortel, Genesys etc.Good understanding of the type of business continuity events, potential impact and mitigation strategiesExcellent verbal & written communication & presentation skillsGood Interpersonal & people management skills with problem solving approach.Demonstrate Customer Service Skills.Resolving First-level escalations & assess customers needs Analysis of reports including process dashboards & initiate appropriate action plans.Supporting the Ops/Stake holders on internal and client calls, ensuring value-added inputs are shared.Ensure effective planning of Volumes, Resources (Capacity planning and staffing. Maintains customer-oriented approach and focus on key deliverable areas.
Qualifications
5-7 year and AboveEducational Qualification: Any Graduate/Postgraduate
