WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption. 

Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description – AI Training Content Creation & Training role

We are seeking a visionary and strategic Senior Group Manager to lead cross-functional teams focused on AI-powered training content creation and training. This role will drive innovation, operational excellence, and measurable impact across internal and external learning initiatives, leveraging cutting-edge AI technologies to scale and personalize experiences.

Gen AI Training Content Development Team Leader:

• Design and deploy AI-enhanced training programs

• Should have experience/be well-versed with creating AI generated content using storytelling and movie-like techniques

• Should be well-versed with latest tools and technologies that aid in AI innovation and creating compelling content

• Lead the development of scalable, personalized learning content using generative AI tools (e.g. Synthesia, Midjourney, Runway, Veo, Vyond, Articulate etc)

• Oversee storyboards, instructional design, and multimedia production pipelines

• Collaborate with training teams to align content with business goals and employee needs

• Evaluate and implement emerging AI tools for automation, personalization, and performance analytics

• Evaluate and analyse the impact of digital content on performance from time to time

• Upskill team and others on relevant and emerging tools

Training Leader:

• Work with the Training leads (Group Manager / Deputy Manager) in providing inputs on development areas of the trainers and associates

• Perform other duties and responsibilities that may be assigned from time to time

• Attends meetings within the program or with another department whenever necessary

• Should be knowledgeable on travel dynamics from a CX perspective

• Should have excellent communication skills and would be interacting with internal stakeholders and with the end clients

• Should have analytical ability and ability to understand the business impact of nos.

• Should be able to manage multiple teams and multiple locations by providing KPIs and driving them

• In depth understanding of training metrics and impact to business metric

• In depth understanding of TNI/ TNA process and ability to make recommendations for process improvements

• Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration

• Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives

• Be well versed in analyzing data and suggesting measures towards improving revenue generation for the function

• Maintain vertical hygiene by ensuring reports, data and documents are in place

• Promote standardization by creating SOPs

• Represent the training function at weekly and monthly internal and client meetings

• Manage NHT, OJT, BAU performance for communication and soft skills Team

Leadership:

• Lead a multidisciplinary team of content strategists, instructional designers, communication specialists, and AI technologists

• Mentor and develop team leads across functions, promoting innovation and accountability

• Drive cross-team collaboration and agile execution of projects

Experience:

• 10+ years of experience in content strategy, development and training

• Proven leadership in managing large teams and complex programs

• Strong communication, stakeholder management, and strategic thinking skills

• At least 3-5 years of relevant work experience as Sr Group Manager a similar role execution

• Promote behavioral training programs and promote the programs in order to ensure maximum participation

• Candidate must possess at least a Bachelor’s/College degree, any field

• Deep understanding of AI tools for content generation, personalization, and analytics

• Familiarity with tools like Second Nature, Runway, Veo, Midjourney,  Articulate, Vyond, Adobe Firefly, Synthesia, Canva

• Excellent Interpersonal skills

• Excellent English communication and writing skills

• Excellent facilitation skills

• Should have an eye for detail

• Coaching and feedback skills

• Excellent knowledge of contact center and customer service operations

• Should possess an eagerness to learn on the job

• Excellent knowledge of MS Office, especially ‘Excel’ & ‘Powerpoint’