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.

The WFM Sr. Group Manager partners with the WFM General Manager to lead workforce planning across multiple accounts and geographies. The role is responsible for delivering accurate forecasting, capacity planning, recruitment planning, and shift strategies while balancing client satisfaction, operational performance, employee experience, and profitability.Key responsibilities include:Leading workforce planning, capacity planning, and resource optimization.Driving recruitment, training, and site utilization plans.Managing client and operational stakeholder relationships.Ensuring planning accuracy, margin performance, and KPI achievement.Developing and coaching a global planning team.Driving governance, continuous improvement, and WFM best practices.Using data analytics to identify risks, solve complex problems, and improve business outcomes.Success in this role requires strong expertise in forecasting, workforce analytics, stakeholder management, financial acumen, and people leadership to deliver optimal outcomes for clients, operations, and employees.

Qualifications

Qualifications:• Graduate with minimum 10-13 years of extensive experience in WFM covering all verticals and proven record to take more responsibility.• Strong planning knowledge, someone people want to be involved, approachable, passionate about our customers’ great service and their work.• Experience of continually improving your team’s ability to deliver the best customer service.• Strong verbal and written communicator with good attention to detail • Excellent understanding of internal systems and departmental procedures• Strong team player, with the ability to contribute and challenge yourself and the team• Ability to read contractual documentation and schedules, turning this into the appropriate reporting deliverables that meet this contractual obligation.• Understanding of commercial framework and how this translates into daily practice, maximizing revenue and mitigating risk.• Ability to interact at all levels within the business and to clearly present the Planning functions into laymen’s terms, adapting this to suit different audiences.• Problem Solver with strong technical understanding and capability on planning tools, calculations and services across the planning cycle.• Experience working effectively within a Planning/Real Time environment sharing knowledge & learning openly and honestly.• Experience in understanding WFM & reporting tools and interpretation of KPIs how these need to be displayed and reported • Effective decision maker with demonstrable business acumen with strength in data management and operational reporting• Clear confident and concise communicator with strong influencing skills and able to educate our people on the role the planning team plays if the business and gain buy in for change when required.• Willing to travel when required to meet clients & OPS teams• Flexible attitude and ability to work to tight timelines and in a dynamic environment without losing sight of priorities when required.• Excellent understanding of statistical concepts.