Position Brief & Process Summary:
A key member of the WNS Operations team responsible for leading-motivating-grooming & developing a team of 20-30 team members to facilitate achievement of SLA
Should effectively liaison with various departments within WNS to gain support and resolve issues
Is also a key interface between managers and team members to facilitate and implement process improvement ideas to improve efficiency
Key Accountabilities:
Understand the different areas of operations-including process knowledge within WNS and propagate WNS VALUES Successfully to handle a team of 20-35 FTEs
Effective work allocation for team
Make sure that all Service Level Agreements are met
Effective management of pipeline-quality and new projects
Ensure accurate and timely reports are sent to the management on time
People Management-Regular reviews/121s/Appraisals conducted
Analyze training needs for teams and provide support
Effectively implement rewards & recognition and incentive programs to the team
Lead quality and productivity initiatives such as ISO 9001 and Six Sigma
Drive various process improvement ideas to improve efficiency/productivity
Control & manage the attrition as per the target
Build domain knowledge by getting process trained and accredited
Ensure adequate controls in place to mitigate risks Should be able to handle Migration
Excellent communication skills
Any Graduate form a recognized university
Knowledge of Life insurance/ Annuities products is desirable
Contact center experience desirable
