Senior Group Manager - Process Training

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.

Key Responsibilities:

• Owns all Team SLA's
• *Manages al client conversations on day to day basis
•  Leading & driving Reservation and General booking Teams to ensure compliance to all defined SLA metrics.
• Providing detailed insights to the business and manage customer expectations.
• Anchoring operations team for meeting defined milestones and month / quarter / annual deadlines
• Facilitating and coordinating all team requirements incl. governance and reporting Attends meetings within the program or with another department whenever necessary
• Listen to calls and provide coaching and feedback to associates on a language perspective
• Should be knowledgeable on the business/process
• Should have good communication skills and would be interacting with internal stakeholders and extent with the end clients
• Should have analytical ability and ability to understand the business impact of nos.
• Should be able to manage multiple teams and multiple location by providing KPI and driving it
• In depth understanding of  Operations SLA  nd impact to business 
• Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration
• Be well versed in analyzing data and suggesting measures towards improving revenue generation for the function
• Maintain vertical hygiene by ensuring reports, data and documents are in place
• Act as a mentor for the team and hold the team together by promoting an environment of learning and team work

• Candidate must possess at least a Bachelor’s/College degree, any field
• Excellent Interpersonal skills
• Excellent English communication and writing skills
• Excellent facilitation skills
• Should have an eye for detail
• Coaching and feedback skills
• Excellent knowledge of contact center and customer service operations
• Should possess an eagerness to learn on the job
• Excellent knowledge of MS Office, especially ‘Excel’ & ‘PowerPoint’
• Knowledge in Reporting Tools, EWFM, Financial Snapshots etc
• Additional Skills/ Requirement
• LEAN/YB/ GB certification preferred
• Team & multi location handling experience

• Minimum qualification - University (Bachelor’s) degree
• Excellent communication skills (verbal and written)
•  Excellent Analytical skills
• 8years work experience in Managing Team for voice line of work
• Min of 4 years’ experience in managing Travel accounts - preferably corporate travel
• 3-4 years of team handling experience mandatory including handling large team size
• Prior experience in client management mandatory
• Advanced MS Office knowledge
• Excellent communication skills - written and verbal
• Good analytical skills
• Experience in managing contracts and PNL