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.

An exciting opportunity for a Group Manager has just become available on our Workforce Management team. The main purpose of this role is to own responsibility for Digital-Webchat/Email and data management. Support a growing function to add significant value through enhanced performance by supporting the administration and operational team to deliver improved AHT/Concurrency through highly effective Digital Platform, data analysis and management.
Ensure regulatory requirements and legislations are adhered to and in line with geographical requirement
Ensure MI is accurate and timely and is understood by all stakeholders
Drive increased performance and productivity through the use of the associated tools and software.

Strategic Initiatives
Optimize resource and KPI achievement through monitoring and managing real time adherence Stakeholder Management
Build professional relationships with peers, colleagues, internal and external customers across the business to deliver and exceed targets – both personal and team
Demonstrate high standards of personal performance
Demonstrate the ability to change focus quickly to support the needs of the business, including covering for other roles where required.
The development and dispersion of actionable business insights that can create defined commercial value for our internal and external stakeholders  Proven track record of delivering results and leading teams in a dynamic business environment
Demonstrated ability to motivate others and achieve results
Strong analytical and quantitative skills
Strong oral and written communication skills
Strong interpersonal and leadership skills
Anticipates customer needs and ensures that they are met.
Measures processes and performance through the customer's eyes
Ability to consolidate and analyze complex information in order to identify creative new ways of working and innovative solutions to problems
Ability to package ideas and results in a logical, understandable and compelling way for both technical and non-technical audiences
Strong ability to influence Senior Management and key stakeholders

Ready to take additional responsibilities for monthly Billing/invoicing process.

Should be able to understand the PnL and identify the opportunity areas to drive maximum efficienc

Graduate 

• 8+ years’ work experience
• 3+ years' working as Deputy Manager or 2+ years as Group Manager WFM in the Global WFM organization.
• Experience managing multi-level teams including success building and scaling teams
• Ability to think both creatively and critically-willing to think outside the box and challenge the status quo, while also fairly evaluating all possible solutions in making strategic decisions.
• Ability to effectively partner, influence and generate loyalty with main stakeholders
• Ability to thrive in an ambiguous, subjective environment that balances operational efficiency and data analysis with high quality standards and a sense of what is "right" for the customer
• Proven experience and passion for working across functions , synthesizing multiple points of view and owning a coherent action plan, all while negotiating and influencing others
• Outstanding oral and written communication skills with the ability to tailor communication style based on the audience and simplify complex technical topics for executive consumption
• Technologically savvy with working knowledge of main WFM technologies/ best-in-class processes
• Proven success in supporting ideas into executable projects with measurable outcomes.