Group Manager - Operations - REF24825R
Location
Pune | India
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. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.
Job Description Domain Knowledge: Good Knowledge of P&C Insurance. Customer Experience will be an added advantage
- Advanced Ms Excel skills: (Vlook up, Text to Column is must). Knowledge of Macros will be an added advantage
- Attention to detail:o Look at invoices from vendor and reconcile them with the databaseo Maintain agent records and update them in the client portal
- Typing Skills: 30WPM with 100% accuracy
- Communication: Excellent communication skills, email writing skills as this role demands to maintain a contact with clients, vendor and internal stake holders
- Knowledge and experience in business, supervision, and management
- Knowledge of the functions, operation, and mission of the specific department
- Excellent written and spoken communication skills
- Management experience in a team-oriented workplace, preferred
- Demonstrated knowledge of basic economic, budgeting, and accounting
- principles and practices
- Excellent computer skills in a Microsoft Windows environment
- Evidence of the ability to practice a high level of confidentiality
- Excellent organizational management skillGeneral RequirementsProficient in handling service calls while managing to performance expectationsby following coaching and development models
- Motivate and encourage Agent's through positive communication and feedback.At minimum, meet with each team member once a week for thirty minute one onone sessions including any quality review and customer experience feedback
- Host daily team huddles/meetings
- Drive performance of team through various tactics to support overall goals of theprogram
- Aware of team performance on any given day, including, but not limited to AHT,and overall Agent score card
- Assists in call handling during high call volume period. During normal call volumeperiod, spends four (4) hours a week taking calls to refresh and call handling andprocedure skills
- Effectively communicates changes in process or expectations to their team in atimely and professional manner
- Attend calibration sessions as require
Qualifications Graduate
Job tags
Salary
