Group Manager - Operations - REF113168E_2026289608 - Collections

WNS

Pune District

On-site

INR 1,800,000 - 2,400,000

Full time

3 days ago

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Job summary

WNS, part of Capgemini, seeks an experienced OTC Operations Manager to lead end-to-end OTC processes for key clients in Pune. You will drive client meetings, monitor SLAs, and guide team performance to ensure timely, accurate deliveries.

The role emphasizes process improvements, stakeholder communications, and escalations handling, with a focus on delivering value and client satisfaction.

Qualifications

7-10 years of experience in end-to-end OTC Commerce.
Graduates preferred with strong MS Office skills.

Responsibilities

Manage the end to end OTC operations.
Front leading all Client meetings
Metrics & performance review with all stakeholders on periodic basis
Need to work on Process reengineering
Monitoring & reviewing the activities to ensure SLAs are met
Team & performance management
Hiring of new resources
To be a face of management in front of client
Handle all level escalations independently

Skills

Excellent written & verbal comms

Client interaction

Ability to work under pressure

Good team player

Multi-tasking

Target oriented

People oriented

Audit methodology

Time management

Motivate self & others

Education

Graduates preferred

Tools

MS Office

Job description

Job Description:

Company Description

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

Need to manage the end to end OTC operations.
Front leading all Client meetings
Metrics & performance review with all stakeholders on periodic basis
Need to work on Process reengineering
Monitoring & reviewing the activities to ensure SLAs are met
Team & performance management
Taking appraisal of the team
Managing supervisory team of Assistant Managers & Lead associates
To ensure all the action plans completed on time with accuracy
To manage Client expectations
Capable of handling all level escalations
Hiring of new resources
Manage the team & responsible for performance reviews
Completely responsible for all the deliveries of the process & team
To be a face of management in front of client
To manage all internal issues related to infrastructure, technology, people, etc
Resource & infrastructure optimization
Hiring & training new resources
To work on RAG tracker & flag the EWIs
Handling all level escalations independently
Meet the customer expectations
Need to prepare various presentations required for different forums
Identify the process gaps & share with client to fix it
Review & sign off DPMs and FMEAs

Qualifications

Work Experience 7 - 10 years of experience in end to end OTC Commerce Graduates preferred Excellent Knowledge of MS office (Excel, Word, and Power point)