Senior Group Manager - Operations at WNS Global Services

Gurgaon, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

16 Jul, 26

Salary

0.0

Posted On

17 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Operations Management, Client Relationship Management, P&L Management, Team Leadership, Process Optimization, Service Analytics, CRM, Salesforce, Workforce Planning, Budget Management, Strategic Planning, KPI Analysis, Escalation Management, Cross-functional Collaboration

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 8–10 years of experience in Customer Service / Customer Operations, with at least 3–5 years in a managerial/ leadership and client facing role Proven experience managing customer service teams, processes, and supporting technologies (CRM, ticketing tools) Strong experience in end-to-end account ownership, including service delivery, client satisfaction, and growth Exposure to P&L management, including cost control, budgeting, and driving profitability Demonstrated client management skills, with the ability to build strong relationships, manage escalations, and drive client satisfaction Experience in driving cross-functional collaboration with Sales, Marketing, Product, and Operations teams Customer Service Strategy & Execution: Ability to design and implement service strategies to improve customer experience, CSAT/NPS, retention, and operational performance Team Leadership & Development: Strong leadership capabilities to hire, coach, and manage high-performing teams Process Optimization: Expertise in improving service processes, reducing TAT, and enhancing productivity Service Analytics & Reporting: Strong in analyzing KPIs (CSAT, NPS, FCR, AHT) and deriving actionable insights using CRM tools (e.g., Salesforce) Forecasting & Workforce Planning: Experience in demand forecasting, capacity planning, and budget management Problem Solving & Decision Making: Ability to identify service gaps, manage escalations, and implement effective, business-impacting solutions Qualifications Graduate

Responsibilities

The Senior Group Manager will oversee end-to-end customer operations, including service delivery, client satisfaction, and P&L management. They are responsible for designing service strategies, optimizing processes, and leading high-performing teams to achieve operational excellence.