Job Description

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group\xe2\x80\x99s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.



To lead, inspire and engage a team of Young Back Office Advisors in delivering customer specified deliverables through KPI\xe2\x80\x99s, SLAs and business expectations. This role requires a high skill set of logical reasoning along with an analytical mindset and decision making ability with strong verbal and written communication skills in English. This role would require to lead from the front in a high pressure, time sensitive working environment during non-social working hours.

Job-Related Knowledge, Competencies & Skills Required Essential

• Customer Care

• Good with data crunching, analytics and hand on experience with excel

• Experience in the shipping and logistics life cycle along with either of - ware house management, pallet/container management, Revenue Life Cycle and Management, BOL creation and generation

• Telephone/Email Etiquette

• Experience in preparing and presenting review decks to clients

• Proven track record in leading a team of at least 20-25 back office advisors for at least 2 + years and delivering consistently on Productivity and Quality

• Well versed with Shipping and Logistics terminologies - Bill of Lading, Pallets, Manifest, Consignee, Consignor etc. and back off performance metrics - AHT, TAT, Quality - DPO/DPU, PPH etc.

• Understanding of quality concepts - Lean, RCA, FMEA and training content - SOPs, Process MAPs, SIPOCs etc.

Behavioral Traits Required (These are behaviors that differentiate the \xe2\x80\x9cGood\xe2\x80\x9d from the \xe2\x80\x9cGreat\xe2\x80\x9d at WNS)

• Transform

\xc3\xbc Strategic thinking and leading through change

• Insight

\xc3\xbc Innovation, Analytical Thinking, Business Acumen & Industry Awareness

• Core

\xc3\xbc Client Orientation, Delivery Orientation & Planning and Organizing

• Engage

\xc3\xbc Teamwork, good Interpersonal Relationships, Proactive, Willingness to learn, Positive attitude, able to follow instructions.

Qualifications

Essential

• Graduate in any stream

• Experience in working in an back office environment and within Shipping and Logistics Lifecyle

Preferred

• Quality improvement tools/methodology trained/certified

Experience Required
Essential

• Overall experience of at least 5+ years, from which at least 2 + years experience as a team lead in an back office environment

WNS India