Senior Group Manager - US Healthcare Operations - REF102182B at WNS Global Services

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

24 Aug, 26

Salary

0.0

Posted On

26 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Management, US Healthcare Operations, Capacity Planning, Resource Management, Change Management, Client Relationship Management, Operational Metrics Reporting, Staff Development, Employee Engagement, Complaints Management, BPO Operations, Strategic Planning

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 Senior Group Manager – US Healthcare Operations (USRN/PHRN - Preferred as Good to have) Manage a team size of 100-200 and up with multiple Lines of business Reporting of data and metrics to the General Manager for their respective Business Unit Strong management skills, with a proven ability to motivate, lead and develop the team at a contact centre and/or Back Office Can provide evidence of when and how excellent customer services was delivered Works in partnership with internal and external teams to deliver focused customer strategies Prepare client status reports and participate in client's reviews Point of Contact to the client and manages process escalations from beginning to resolution Good understanding of the operational drivers behind what drives great customer experience Experienced in change management and can demonstrate improvements on the back of implementation Coaching and feedback, responsibility for delivery of the defined complaints management processo Contribute for the initial hiring and selecting process of team members People Management, including all HR related issues, feedback, appraisals as well as staff development Motivation and Engagement, leadership of the team and developing future leaders Ensure resource optimization Sound operational strengths- Capacity Planning and Resource Management, Travel readiness, etc Assist in preparation of offshore training strategy in terms of training methodology, duration and desirable outcomes Strong retention and Employee engagement strategies Qualifications Bachelor’s degree (required) + PHRN or USRN Licensed (preferred) At least 15+ years of experience in BPO/operations Minimum of 10+ years’ experience on US healthcare 5+ years in senior leadership roles Proven track record in managing multiple accounts or large teams Experience working with US healthcare clients/BPO is a must Should be able to have deep understanding of the process Be able to work directly with the clients

Responsibilities

Manage a large team of 100-200 members across multiple lines of business within US Healthcare operations. Act as the primary point of contact for clients, managing escalations and reporting operational metrics to the General Manager.