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.

Roles & Responsibilities: Manage queries of the team members and provide subject matter expertise whenever and wherever required Managing day to day queues and SLAs Manage client expectations and delivery of all SLA/KPI Responsible to manage the client feedback and taking necessary actions per agreed procedures Managing escalations calls in absence of supervisors Communicate the process updates to the team and check for the understanding by running quiz/questionnaire sessions Create and manage the process knowledge test on a monthly basis and ad hoc as required Responsible for team quality performance Provide inputs to the management as required on the process related information Meet team’s and process overall goals Train the new hires on process if necessary Support quality audits as an when necessary Coach team members to improve individual performance Contribute Brainwave Ideas to improve the process Communication with clients as and when needed Attend all the development trainings that are identified by Supervisors Take responsibility for his/her actions and is receptive to constructive criticism Manage people expectations and day to day challenges Create daily/weekly and monthly reports Present performance reports as necessarySkills required : Experience in insurance Property and Casualty Insurance and Underwriting Support is must  Strong process knowledge on Property and Casualty Insurance and client systems and procedures Proven ability to manage queries while being courteous and professional in manner Solutions mind-set, helping nature, passion for the customer and the customer experience Ability to adapt self with the team in-case of adversity, business challenges/requirement Has the ability to demonstrate working in a positive and fulfilling work environment with minimal supervision Excellent Communication skills – verbal and written. Fluent proficiency & comprehension in English is required on both voice & written skills. Strong ability to multi-task while effectively communicating with the customers Efficient in internet, computer usage and web-based application skills  Interpersonal skills  Eye for Detail

 Graduate in any disciple Experience in insurance Property and Casualty Insurance and Underwriting Support is must