Job Description

Company DescriptionWNS (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.Job Title: Senior Manager, Customer Service OperationsLocation: Indore Reporting To: General Manager Role OverviewThe Senior Operations Manager will oversee and drive the operational performance of a customer service operation. This role requires strategic leadership to achieve client objectives, ensure compliance with SLAs and manage a high-performing team. Responsible to lead a team of managers and ensure all departments are working together to achieve business goals. Expected to develop and implement strategies to improve efficiency and productivity. Proven track record of success in a similar role and possess excellent leadership and communication skills.Key Responsibilities1. Operational Excellence Lead day-to-day operations, ensuring adherence to KPIs, SLAs, Quality and Compliance standards Monitor performance metrics such as AHT, Repeats, NPS, , Billable Hours, Customer Escalations, Shrinkage and Attrition Develop and implement strategies to manage workload efficiently including staffing, resource allocation and real-time management.2. Client Management Act as the key point of contact for the client, maintaining strong relationships through regular reviews and updates Understand client needs and align operational strategies to meet their business objectives Provide insights, reports, and recommendations to the client based on operational trends and data analysis Lead client reviews, calibrations, weekly/monthly, quarterly business reviews 3. Strategic Planning and Execution Develop and execute plans for process improvements, cost optimization and customer satisfaction enhancement Drive initiatives to achieve operational excellence, including automation and digital transformation projects4. Financials Ensure that projects are completed on time, within budget and to the required quality standards Manage budgets and resources effectively, ensuring that all expenditures are justified and aligned with company goals Strategic planning and effective execution to ensure the organization not only meet SLAs but exceed to ensure profitability Projects and Initiatives cost efficiency Qualifications and Experience Must be a graduate. Masters preferred 15+ years of experience in BPO/ITES operations with at least 3+ years in a leadership role Proven track record of successful leadership, managing large teams and meeting/exceeding client expectations Ability to develop and implement strategic plans Strong problem-solving and decision-making abilities Experience in budget management and financial analysis Professional certifications such as PMP, Six Sigma are a plusQualificationsGraduate

WNS Global Services