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. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.

Overall Purpose

Manage a team of 12 to 15 employees for General Insurance Motor team in Pune which is responsible for performing various business functions in the Recoveries and Settlement areas. Work with and support the Lead Coach operations and team members in managing team performance and to deliver service level agreements and key performance indicators for the business. Knowledge of recoveries and settlement for motor claims with in depth knowledge on contact center operations to be able to drive grade of service and other key deliverables. Engage with team to prioritize work and ensure that the team achieves great customer outcomes and provides exemplary service to customers. Ensure that all team members are meeting applicable compliance requirements, productivity and quality standards.  Manage or support projects that directly/indirectly impact a unit(s) in the section.  Arrange, plan, conduct and participate in various types of meetings with group/divisional/unit managers, staff and other individuals for informational, planning, updating, etc., purposes

Principal accountabilities

• Establish/evaluate achievement of performance goals for team members
• Monitor staff progress in meeting performance and provide appropriate and timely feedback / follow-up
• Encourage creative “out of the box” thinking among staff
• Counsel employees for non-adherence to policies and/or agreed upon performance requirements
• Work with peers and lead coaches to ensure that all operational responsibilities are being met i.e., workflow, service level standards and commitments
• Monitor applicable compliance requirements
• Work with business line to resolve any data and reporting issues
• Manage/coordinate/support projects directly/indirectly impacting the process and translate them into operational requirements
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of associates in team, team managers, and subject matter experts

Qualifications

§  Graduate

Experience

§  6+ years of experience in managing operations for Insurance or Banking and financial services market (relevant experience) and 1-2 years’ experience in assistant manager role

Key Skills

§  Written and verbal communication, including technical writing skills

§  Understanding of insurance concepts

§  Detail Oriented – Written and Numerical

§  Demonstrate initiative and drive excellence

§  Ability to work in a high paced / stressful environment

§  Excellent prioritization, time management, organizational skills

§  Recoveries and settlement background with great negotiation skills and good understanding of managing recovery or collection portfolios

§  Contact center experience to manage call queues etc

Core Competencies

§   People Management: (demonstrated ability/aptitude and personal motivation to select, develop, inspire and retain talent)

§  Leading through Change: (Ability to provide direction about change with clear perspective on the objectives, actions and anticipated results)

§  Analytical Decision Making: (The ability to make decisions or solve a problem in a systematic way; making comparisons of different features or aspects; setting priorities on a rational basis; and identifying time sequences, causal relationships, or if-then relationship)

§  Innovation: (Ability to understand the environment, identify opportunities and generate new ideas to break the existing patterns of thinking and provide new insight)

§  Managing Performance: (Drive to enable teams to apply their full competence and commitment to agreed outcomes. It means communicating clear direction and outcomes, setting performance standards and holding people accountable)

§  Relationship Management / Interpersonal Effectiveness: (The ability to understand others’ issues and constraints and build networks by creating group synergy and negotiating and resolving conflict whenever required)

§  Client Orientation: (The ability to anticipate & recognize clients expressed and underlying needs; ability to think through a situation to reach a timely and sound decision within the scope of one’s authority)

§  Planning & Organizing: (The ability to make accurate plans by clearly understanding a situation or problem and then making a balanced and objective assessment of the resources in order to translate them into tangible actions)

Claims Processing and Recoveries and Settlement