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    Group Manager - pune, India - WNS Global Services

    WNS Global Services
    WNS Global Services pune, India

    2 weeks ago

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    Description
    Job Description
    • Group Manager will manage team of staff and will be responsible for day-to-day operations. This role also requires him/her to liaise with the clients on a daily/weekly basis and ensure contractual deliverables are met.
    • Manages a group of FLM (AM/DM) and is primarily responsible for delivering SLAs and schedule for tasks performed.
    • Drive team performance, KPI management, reporting, absenteeism, attrition, etc.
    • Handle day to day operations with focus on coaching, recognition, performance management and analysis including data trends and drivers.
    • Manage customer/client escalations effectively as per guidelines.
    • Interact regularly with the clients to share updates, manage operational reviews.
    • Responsible for client and employee satisfaction and reduce attrition by working closely with the HR, while also collaborating with other process owners and training / quality managers to share best practices and drive higher results.
    • Determine capacity planning, hiring needs and interviewing to onboard appropriate skill sets required for service delivery.
    • Drive Transformation and process improvement initiatives in the processes.
    • Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.
    • Demonstrated leadership ability and excellent people management skills.
    • Knowledge and experience in organizational effectiveness and operations management
    • Excellent computer skills and proficient in Excel, Word, Outlook, and Access
    • Excellent communication skills both verbal and written.
    • Excellent interpersonal skills and a collaborative management style
    • A demonstrated commitment to high professional ethical standards in a diverse workplace
    • Open to direction and Collaborative work style and commitment to get the job done.
    • High comfort level working in a diverse environment.
    • Solutions mind-set, passion to drive better customer experience.
    • Ability to adapt self with the team in-case of adversity, business challenges/requirement.
    • Attention to details.
    Qualifications

    Graduate

    Additional Information
    • Experience of minimum 2 years in General Insurance or Chat Process is a must. Policy Servicing in general insurance will be preferred.
    • At least 1 year experience in handling Operations with a span of at least 70 employees and team leaders
    • External Certification in P & C / General Insurance will be an advantage
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