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.

Key Roles & Responsibilities
1) Operations & Service Delivery: Oversee daily team performance (AHT, QA, productivity, SLAs, accuracy, schedule adherence).Manage work distribution, queues/backlogs, and intraday staffing. Ensure adherence to client SOPs, process controls, and turnaround times (TATs).Conduct daily huddles, shift handovers, and floor support for escalations. Coordinate with Workforce Management (WFM) for schedules, shrinkage, and volumes. Support process transitions/ramps, including KT, pilots, and stabilization.
2) Quality, Compliance & Risk Control: Drive quality through audits, error analysis, and action plans. Ensure compliance with client policies, data privacy, and regulatory guidelines relevant to U.S. insurance (e.g., state-level rules, NAIC-aligned practices, data protection).Maintain documentation: SOPs, control checklists, and versioning. Incident reporting and corrective/preventive actions (CAPA) for defects.
3) People Management: Coaching & FeedbackDeliver structured coaching: 1:1s, monthly performance reviews, and improvement plans.Provide real-time behavioral and skill feedback; reinforce call handling and written communication standards.Identify skill gaps; coordinate cross-training and upskilling.Recognize and reward performance; maintain team engagement and retention.
4) Client & Stakeholder Management: Serve as operational POC for client counterparts and internal functions (QA, Training, WFM, HR, IT).Participate in governance calls; present weekly/monthly business reviews. Translate client priorities into actionable plans; close the loop on feedback.
5) Reporting & Analytics: Generate daily/weekly/monthly reports: volumes, SLA attainment, QA scores, defects, rework, and productivity.Track KPIs and trends; provide insights and recommendations.Maintain dashboards and trackers; ensure data integrity and timely distribution.
6) Continuous Improvement & Projects:Lead small Kaizen initiatives: defect reduction, rework elimination, cycle-time improvements.Support automation opportunities (templates, macros, simple workflow tweaks).Document and standardize best practices.
7) Governance, Escalations & Issue Resolution Manage escalations with root cause, impact assessment, and resolution plans.Keep stakeholders informed with clear, above-average written/verbal updates.Ensure business continuity and adherence to contingency plans.
Qualifications
Required Qualifications & Skills:
Experience2-4 years in BPO operations; 1-2 years in a team lead/supervisory capacity. Insurance experience preferred (policy admin, claims, underwriting support, billing, or customer service).Communication
Above-average communication skills: Clear, concise verbal communication for client and team interactions. Strong written communication for emails, RCA reports, and performance narratives. Ability to simplify complex insurance concepts for diverse audiences.
Coaching & Feedback: Demonstrated experience in conducting 1:1s, performance reviews, and PIPs. Skilled in behavior-based feedback, call coaching, and QA calibration.
Reporting & Tools: Average Excel skills (comfortable with):Sorting/filtering, conditional formatting, basic formulas (SUM, AVERAGE, COUNTIF, VLOOKUP/XLOOKUP), pivot tables, charts, data validation. Familiarity with BI dashboards (viewing/updating), WFM tools, and ticketing/CRM systems. Proficient in MS Outlook, Word, and PowerPoint.
Operations & Quality: Strong grasp of SLA management, productivity, variance analysis, and quality frameworks. Exposure to process audits, defect taxonomy, and CAPA methodologies.
Compliance & Process: Awareness of U.S. insurance operational standards (terminology, billing cycles, claims stages, endorsements, cancellations, reinstatements).High attention to detail; data privacy mindset; zero-tolerance for PHI/PII mishandling.
Behavioral Competencies: Ownership and bias for action; composure under pressure. Analytical thinking; problem-solving; stakeholder management. Team engagement, empathy, and integrity.
Education & Certifications: (Preferred)Bachelor's degree (any discipline).Insurance certifications (e.g., AIS, AINS, CPCU modules) or company-specific process certifications (preferred but not mandatory).Internal certifications in QA, coaching, or leadership (a plus).

Skills Required