Group Manager - Operations at WNS Global Services

Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

26 May, 26

Salary

0.0

Posted On

25 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Staff Engagement, Team Building, Regulatory Compliance, SLA Achievement, Process Efficiency, Continuous Improvement, Stakeholder Communication, Quality Assurance, Training And Development, Workflow Management, Performance Management, Customer Service, Escalation Handling, Client Interaction, Information Security, Coaching

Industry

Business Consulting and Services

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. Job Description  Drive staff engagement in a structured and process-oriented environment. Build and sustain a high-performing team by fostering collaborative relationships aligned with organizational and client values. Ensure strict adherence to UK regulatory requirements and compliance standards. Consistently achieve business performance targets and service-level agreements (SLAs). Deliver agreed services to both internal and external customers with excellence. Partner with the team to identify and implement opportunities for process efficiency and effectiveness in business support functions. Promote a culture of continuous improvement across all operations. Balance and prioritize strategic and tactical initiatives to meet organizational objectives. Maintain clear and effective communication channels with key stakeholders. Ensure quality assurance standards are met and teams remain compliant at all times. Assess and address training and development needs to enhance team capability. Allocate and manage workflows to optimize productivity. Monitor and manage staff metrics including unplanned leave, tolerance levels, and turnover. Conduct regular performance reviews and provide constructive feedback to support individual growth.Key Tasks  Drive staff engagement in a structured and process-oriented environment. Build and sustain a high-performing team by fostering collaborative relationships aligned with organizational and client values. Ensure strict adherence to UK regulatory requirements and compliance standards. Consistently achieve business performance targets and service-level agreements (SLAs). Deliver agreed services to both internal and external customers with excellence. Partner with the team to identify and implement opportunities for process efficiency and effectiveness in business support functions. Promote a culture of continuous improvement across all operations. Balance and prioritize strategic and tactical initiatives to meet organizational objectives. Maintain clear and effective communication channels with key stakeholders. Ensure quality assurance standards are met and teams remain compliant at all times. Assess and address training and development needs to enhance team capability. Allocate and manage workflows to optimize productivity. Monitor and manage staff metrics including unplanned leave, tolerance levels, and turnover. Conduct regular performance reviews and provide constructive feedback to support individual growth. Instill a strong understanding of customer service principles across all brands. Handle escalations promptly and effectively. Provide actionable inputs on processes and systems to support team operations. Engage in proactive client interactions to strengthen relationships and service delivery. Ensure compliance with internal policies, external regulations, and information security standards. Lead regular stand-up meetings to align priorities and ensure execution of key tasks. Take full accountability for team performance and outcomes.Working relations • Deliver market leading customer service by engaging directly with customers and ensuring exceptional experiences• Collaborate effectively with partnered teams and vendors to drive seamless service delivery and operational excellenceResource ProfileQualifications  Graduate (any stream) with greater than 12 years of overall experience of which minimum 5 years should be in a Team handling capacity.  Prior exposure in an Insurance and Lloyds of London experience would be desirable. Qualifications  Graduate (any stream) with greater than 12 years of overall experience of which minimum 5 years should be in a Team handling capacity.  Prior exposure in an Insurance and Lloyds of London experience would be desirable. Coaching, mentoring, and constructive feedback Strong communication and positive change management Self-motivated, accountable, and resilient under pressure Analytical problem-solving and effective decision-making Customer-centric mindset with empathy and professionalism Speed, accuracy, and attention to detail Time management, prioritization, and multitasking Composure and patience in high-pressure environments Receptive to feedback and continuous improvement focus

Responsibilities

The Group Manager will be responsible for driving staff engagement and building a high-performing team while ensuring strict adherence to UK regulatory requirements and consistently achieving business performance targets and SLAs. Key duties include identifying process improvement opportunities, maintaining clear communication with stakeholders, and managing team capabilities and performance metrics.