Deputy Manager - Transformational Quality - Pune - Weikfield - REF86409Q_2025202668

WNS

Pune District

On-site

INR 600,000 - 900,000

Full time

14 days+

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Job summary

A leading Business Process Management company in Pune is seeking a Deputy Manager for Transformational Quality to enhance the experience of business clients. The role involves managing customer orders and resolving issues while collaborating with internal teams. Ideal candidates will possess over 5 years of customer service experience, strong communication skills, and proficiency in tools like SAP. This position demands a proactive approach in delivering high-quality service and continuous improvement. The work environment is office-based with UK shifts.

Qualifications

Over 5 years of experience in Customer Service and Sales.
Strong written and communication skills.
Ability to troubleshoot basic technical issues.

Responsibilities

Manage customer orders from inception to close.
Display good communication skills while interacting with customers.
Identify and elevate complex issues to appropriate departments.

Skills

Customer Service

Problem-solving

Communication

Time Management

Education

B.Com, M.Com, MBA Finance

Tools

SAP

Salesforce

Microsoft Excel

Job description

Deputy Manager - Transformational Quality - Pune - Weikfield - REF86409Q_2025202668

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Company Description

WNS (Holdings) Limited (NYSE: WNS) is a leading Business Process Management (BPM) company. We combine 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 a spectrum of BPM services in finance and accounting, procurement, customer interaction services, and human resources, leveraging collaborative models tailored to each client’s unique challenges. We co‑create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

We are seeking a proactive and customer‑focused B2B Customer Service Specialist Deputy Manager to manage and enhance the experience of our business clients. This role involves handling inquiries, resolving issues and collaborating with internal teams to ensure seamless service delivery. The ideal candidate will have strong communication skills, a problem‑solving mindset, and the ability to build lasting relationships with business customers.

Responsibilities

Display good communication skills in influencing and leadership skills in delivering a good partner and customer experience while interacting with internal teams and customers.
Manage customer orders from inception to close; provide pricing and delivery information, enter orders into SAP, confirm orders and delivery dates, and follow up on all customer orders and inquiries while adhering to standard operating procedures.
Generate invoice corrections, submit corrective action requests and process return authorizations.
Maintain accurate customer records and update CRM systems with relevant information.
Support, collaborate effectively with multiple teams across the business and communicate with customers efficiently to deliver consistently high levels of service.
Identify and elevate complex issues to appropriate departments while maintaining ownership until resolution.
Collaborate with various teams across the business in identifying and giving resolutions to support tickets raised.
Work independently and as part of the Customer Support Team, handling multiple projects simultaneously from start to finish.
Provide efficient and effective service to customers ensuring all internal KPIs are monitored and met and that the questions of the customers are answered politely or expectations are managed.
Take full ownership and accountability of the customers to ensure that their enquiry is fully answered or, if appropriate, escalated to the relevant department or partners.
Champion continuous improvement to drive efficiency and productivity through recognizing areas of potential improvement to enable a more efficient way of working.
Correctly and systematically use all systems tools and support provided by the organization according to the situations encountered in order to advise and service the customers.

Candidates Profile

Over 5 years of experience; prior experience in Customer Service and Sales. Ability to put yourself in the shoes of the customer and see the whole journey.
SAP or other ERP systems and Salesforce experience a plus.
Shows the ability to liaise across a wide range of people and roles including management partners and customers.
Ability to troubleshoot basic technical issues; strong attention to detail.
Strong written and communication skills.
Shows ability to work under pressure.
Good track record in a fast‑paced environment.
Adapts to change and prepared to learn from others.
Flexible and adaptable with a can‑do attitude; 9x5 work environment – rotational shifts as per Geo served US and EMEA; passion for customer service & great listening skills.
Strong problem‑solving skills.
Excellent time management; confident and articulate; results driven and self‑motivated; typing speed minimum 30 wpm.

Qualifications

B.Com, M.Com, MBA Finance.
Strong understanding of accounting principles GAAP/IFRS.
Proficiency in ERP systems SAP, Oracle, NetSuite or similar and Microsoft Excel.
Excellent communication, negotiation and stakeholder management skills.
Analytical mindset with attention to accuracy and detail.
Ability to meet tight deadlines and handle high volume transactions.

Additional Information