Deputy Manager - Operations at WNS Global Services

Bangalore, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

29 Jul, 26

Salary

0.0

Posted On

30 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Operations Management, Salesforce Service Cloud, Customer Service, SLA Management, Data Analysis, Conflict Resolution, ERP Systems, SAP, Oracle, Reporting, Process Improvement, Stakeholder Management, Performance Management, Case Management

Industry

Business Consulting and Services

Description

Company Description WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact. Job Description Key ResponsibilitiesTeam Leadership & Operations• Supervise, mentor, and guide the customer service team, ensuring high performance and adherence to KPIs.• Manage daily work allocation, case queue balancing, and escalation handling in Salesforce.• Conduct regular team huddles, coaching sessions, and performance reviews.• Set service standards and ensure consistent achievement of SLA metrics.Customer Service Delivery• Monitor customer queries across channels (email, calls, CRM cases) to ensure timely and accurate resolution.• Handle escalated customer concerns professionally and drive resolution through cross-functional coordination.• Drive first-contact resolution and ensure customer satisfaction and retention.Salesforce & ERP Management• Oversee case management lifecycle in Salesforce Service Cloud with best practice usage.• Ensure accurate and timely data entry, updates, and case closures.Process Improvement & Reporting• Analyze service metrics and customer feedback to identify process gaps.• Propose and implement improvements in customer service procedures.• Prepare weekly/monthly dashboards and reports using Salesforce analytics.• Support training initiatives on new features, processes, and tools.Required Qualifications• Bachelor’s degree in Commerce, Operations, Information Systems, or related field.• 6–10 years of experience in customer service roles, with at least 2 years in a supervisory capacity.• Hands-on experience with Salesforce Service Cloud (case management, reporting, dashboards).• Working knowledge of ERP systems (SAP, Oracle, Salesforce,).• Strong analytical, communication, and conflict resolution skills.• Ability to lead teams, influence stakeholders, and manage high-pressure customer situations. Qualifications Graduate

Responsibilities

The Deputy Manager will supervise and mentor the customer service team while ensuring adherence to KPIs and SLA metrics. They are responsible for managing case queues in Salesforce, handling escalations, and driving process improvements through data analysis.