Senior Group Manager - Operations - REF88841X_2025207518 - Insurance at WNS Global Services

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

21 Apr, 26

Salary

0.0

Posted On

21 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Delivery, People Management, Stakeholder Management, Compliance, Governance, Innovation, Continuous Improvement, Client Relationship Management, Project Management, Team Development, Risk Management, Performance Management, Coaching, Communication, Emotional Awareness, Problem Solving

Industry

Business Consulting and Services

Description

Company Description WNS (Holdings) Limited (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. WNS Philippines - Established in 2008, WNS Philippines has been delivering the full spectrum of BPM services – in customer interaction services, finance and accounting, research and analytics, technology solutions and industry-specific businesses for more than 10 years. With more than 8,000 employees spread across 11 sites located in 4 key cities, Quezon City, Pasig City, Muntinlupa City, and Iloilo City – WNS is one of the fastest growing centers in the country.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.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 enjoy wide variety of best in class benefits, 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. Job Description Accountability & Responsibility: As part of the senior management team you lead a team of operational leaders. You are customer & client facing & strive to deliver excellent customer experience You drive continuous improvement experiments through your team & harvest ideas You manage costs & profitability through all available commercial levers You drive the CIS culture through effective communication, by continuously displaying the CIS habits & behave as a role model leader You develop your people through effective coaching, performance management & drive a recognition culture You support your operations colleagues to exceed client expectations on all levels at all times You have robust & honest performance & behavioral conversations You drive compliance in everything you do You are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalism WHAT YOU'LL BE RESPONSIBLE FOR Operational Delivery Deliver Contractual & Commercial Performance People Management Create a High Performing, Highly Engaged Team Stakeholder Management Build Excellent Relationships, Internally & Externally, at all Levels Compliance & Governance Ensure Compliance to all Relevant Process & Regulatory Standards Innovation Drive Continuous Improvement & Create Value Qualifications Serve as primary client day-to-day contact and ensures client requirements are defined and met, this holds true for all contractual SLAs and KPIs too. Provides thought leadership and delivers business insights to identify and resolve complex issues critical to their clients’ success Owns the overall problem definition, structuring and execution of the project, with on time delivery, ensuring all technology and transition project goals are met Manages cross-functional team members and subject matter experts, including definition of objectives, oversight of execution and evaluation of performance Interacts regularly with senior WNS partners and clients stakeholders to ensure project is meeting its objectives and solicit feedback on project deliverables Assists in maintaining ongoing relationship with the client and identifies future engagement opportunities Actively contributes to business development and to attracting, retaining, developing, and motivating a team of diverse and qualified staff Track risks and development risk mitigation and risk avoidance strategies Train, develop and manage a team of TPA professionals with varying degrees of experience by developing and executing on individual professional development plans for each team members Appropriately manage severity exposures in a timely manner, including but not limited to early identification and reporting of a severity exposure, and the development and execution of investigation, evaluation, and resolution strategies. Adhere to individual authority grants, all statutory and regulatory requirements, fair claim practices and local compliance requirements, including licensing Lead client discussions during due diligence and implementation phase to articulate specific operational requirements for TPA setup and steady state deployment Ability to use metrics and data to drive and assure continuous improvement and increased efficiencies Work collaboratively with client stakeholders to understand and address constraints promptly, ensuring teams are empowered to execute and deliver to established expectation Promote a flexible engagement environment that can handle changes in direction while maintaining focus on delivering value for the client. Individual will be expected to anticipate and identify issues that will inhibit attainment of goals and proactively solve those problems. S/he will also coordinate resolution of issues through the use of change management and consensus building.

Responsibilities

The Senior Group Manager is responsible for leading a team of operational leaders to deliver excellent customer experiences and drive continuous improvement. They manage costs and profitability while ensuring compliance and developing their team through effective coaching and performance management.