Assistant Manager - Operations

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.

• Assistant Manager will manage a team of ~30 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.
• Drive team performance, KPI management, reporting, absenteeism, attrition, etc.
• Understand customer queries, feedback, and respond in a positive manner.
• Should be ok with working in 24* 7 environment, rotational shifts, split weekly off and 5 days working in a week
• 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.
• 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.

Pre-requisite

• Should be a Graduate
• Strong excel based skills – reporting and governance
• Has excellent people management skills – attrition
• High volume, quick turn around time SLA environment – high paced or some say high pressure
• Worked in an unpredictable, volatile environment – someone who can adapt to changing business environment and deliver
• Need someone who is strong on governance, follow up, ability to follow instructions real time and keeps a strong, transparent communication channel open with his DRs, Subordinates and seniors
• International BPO experience is a must

Excellent Communication skills Minimum 2 years’ Experience in Team handling role Graduates