Assistant Manager

WNS Holdings; Pune District; On-site; INR 500,000 - 700,000; Full time

Job summary

WNS Holdings in Pune is seeking an experienced Insurance Operations Lead with at least 5 years working in Life, Pensions or Retirement products. You will drive service delivery, ensure SLA adherence, and foster a customer-centric culture while maintaining strict data protection and compliance standards.

You will identify efficiency opportunities, guide team performance, plan capacity and shifts, manage escalations, and collaborate with onshore clients to achieve zero defects and continuous

Qualifications

• Minimum 5 years of work experience in insurance.
• Experience in Life/Pensions/Retirements/Protection products is preferred.
• Strong focus on service delivery and customer centricity.
• Knowledge of data protection and compliance requirements.
• Ability to drive process improvements and efficiency initiatives.

Responsibilities

• Meet SLA metrics defined by clients/processes.
• Drive efficiency projects within the team.
• Ensure compliance and data protection standards.
• Maintain customer-centric approach and aim for zero complaints.
• Plan capacity and shift scheduling with minimal business impact.

Skills

Customer service

Team leadership

Process improvement

Job description

Work Experience (min 5 years must) Experience in Insurance (Must) Life/Pensions/Annuities/Retirements/Protection experience RESPONSIBILITIES: Ensure Service Level metrics are met as defined by the clients/processes Driving Efficiency project/Brainwaves within the team Ensuring that Compliance standards are met, regarding Data Protection Focus on customer service and aim for zero complaints Customer Centricity Proactively identify and participate in continuous improvement opportunities for the process Adhere to Client specific policies and compliance regulations Establish peer-to-peer relationships with the onshore business Ensure complete, transparent and frequent communication with the business Ensure Legal and compliance defects are zero or tend to zero EWS accuracy is maintained Training hours as defined by business are met 1-2-1 Adherence Identifying avenues of efficiency and quality Improvement to benefit end customer Ensuring all CSL's/Key MI's are met month on month Work state Management, designing and managing team goals and parameters Ensuring all internal targets (set by WNS) are met month on month Ensuring Capacity and Shift Planning is appropriately done with minimal impact to business Appropriate and timely escalations to immediate supervisor Identify Process Improvements & driving them with the help of proper resources Liaising with Other Support functions Daily allocation of work Attendance and Leave management TNI for the team and nominations for trainings Timely management and resolution of chasers/escalations from Onshore Working on escalations/business cases that need to be discussed with the client for decision making, PIP cases & disciplinary issues Adhere to WNS & Client specific policies and compliance regulations Be professional and courteous & maintain a high level of integrity and confidentiality at all times Assist and support Group Managers wherever required & be part of a collaborative work environment in achieving personal & team goals Regular team huddles & timely team-meetings & Regular monthly feedback (1-on-1's) and development plans Team player with a ready disposition to learn Hiring and Manpower planning Ensure team bonding, Manage & guide career aspirations of agents Ensure Employee Satisfaction at high levels Accurately and timely reporting of CSL/Key MI for external and internal customer Accurately and timely reporting of all Internal reporting