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 DescriptionResponsible for achieving and exceeding SLA targets. • Work closely with Quality DM/AM to drive process improvements to meet and exceed customer requirements (SLAs).Anticipating changes in client business and to take effective steps to mitigate associated risks. Coaching, motivating and promoting key staff.Engaging with clients to identify potential business opportunities • Ensuring staff are sent for Personal development trainingsResponsible for VOC actionable’ s and initiatives.Handling & solving customer problems in an efficient manner, keeping in view the organizational standards & to enhance customer loyalty.Workforce management: -Engaging with clients on new products, industry and application changes and enhancements • Performance review with clients. Decisive spoken / Verbal communication skills • Ability to lead and motivate a team• High on communication skills/ writing skills (English)High on Customer centricity and interpersonal skills • Strong Analytical skills and eye to detail • Six Sigma Deployment (Quality) • Planning and Mentoring Continuous improvement initiatives and complete BPET roadmap for processMonitor and drive calibration exercise as required with BE team • KPI deployment for TQ resources.QualificationsAny Graduate/PG/MBA.Additional Qualifications: IATA Preferred, Travel Industry related Diploma /Certificate.Skills required –ISO Advanced Awareness trained.Yellow belt /Green Belt certification/Lean certifications will be an added advantage.Good analytical skills with ability to learn• Attention to details and Problem solving skills• Methodical, structured & organized approach to work.Customer Service orientation• Good Communication & Presentation skills• Sense of responsibility and Accountability• Understanding of Process•Well versed with MS office • Team worker Experience: Preferably Min 2-3 years of relevant work experience.Additional InformationBU Lead is Open to look at candidates from a Travel Ops BG.BPM Travel Back Ground Work Experience is a Mandate – 2/3 Years.Transactional Quality Work Experience 4/5 Years.Role: - Team Role / Client Facing Role.Shifts – Day/UK Shifts