Job Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

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

Qualifications

• Excellent communication skills
• Any Graduate form a recognized university
• Knowledge of Life insurance/ Annuities products is desirable
• Contact center experience desirable