Company Description

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 Description

Title: Sr. Associate

Department: Operations

 Purpose:

 To have basic knowledge of UK life and Pensions and should be able to process Pensions transactions in

line with the defined process on Low, medium and high complexity demands. Complete the action required

on the demand within the required TAT ensuring the required level of accuracy & compliance

requirements.

 Roles and Responsibilities:

 Reading and interpreting incoming documents

 Analyze the request and identifying the correct procedure to be followed

 Ensure is up to date with the Product Process & Systems Knowledge

 Performance needs to be in line with the internal SLAs targets

 Process work using a variety of different computer applications

 Learning product and technical aspect which are not covered in training however expected to be learnt as

skill development exercise e.g. completing online courses and studying online content

 The role will require the majority of time spent working on a PC, using a variety of computer applications

due to a different scenario, so a high level of computer literacy will be needed

 Will need to write scenario-based emails/letters to customers in response to the queries/requests received

from Customers

 Identifying when it is not possible to process a request, and follow the appropriate hand-off procedures

internally and to UK support teams

 Ensuring that Compliance standards are met, regarding Data Protection/Financial conduct

 Focus on customer service and aim for zero complaints

 Participate in continuous improvement opportunities for the process and organization

 Adhere to WNS & Client specific policies and compliance regulations

 Be professional and courteous & maintain a high level of integrity and confidentiality at all times

 Engage in personal development

Soft Skills:

 Basic Computer literacy

 Typing Speed minimum 25 wpm

 Good comprehension of spoken & written English and interpretation into appropriate action and intended

outcome

 Analytical Skills

 Excellent Spoken English & Written English Skills

 Ability to accurately capture both alpha and numerical data

 Good grasping ability and logical reasoning

Qualifications

Graduate

Additional Information

Soft Skills:

 Basic Computer literacy

 Typing Speed minimum 25 wpm

 Good comprehension of spoken & written English and interpretation into appropriate action and intended

outcome

 Analytical Skills

 Excellent Spoken English & Written English Skills

 Ability to accurately capture both alpha and numerical data

 Good grasping ability and logical reasoning

Behavioural Competencies :

 Decision making ability & Attention to detail

 Team players with a ready disposition to learn

 Professional mannerisms

 Customer Centricity

 Commitment and reliability

 Versatile and adaptable

 Motivated by achieving targets

 Quality Audit/Call Quality/Complaint

 Meet QA Targets for the month

 Continuous improvement in your quality scores – Monthly.

 Initiatives for process improvements

 Check your quality scores, which are put up on board.

 Focus on customer service and aim for zero complaints

 Customer Satisfaction

 Aim for maximum Customer satisfaction

 Establish peer-to-peer relationships with the onshore and offshore business.

 Ensure complete, transparent and frequent communication with your supervisors

 Adhere to the communication plan and rigor as agreed with the business.

 Training

 Read DPM and QA tips every week

 Training identified for you are taken and practiced

 Timely Training schedules are followed

 Training programmes are attended