Group Manager - Operations - REF113168E_2026289608 - Collections

SmartRecruiters, Inc.; Pune District; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

WNS, part of Capgemini, is seeking a Group Manager - Operations (OTC). You will lead end-to-end OTC operations, front client meetings, monitor SLAs, and drive process reengineering.

You will manage a supervisory team, hire resources, and ensure on-time, accurate deliveries while handling escalations and client expectations. The role requires 7-10 years of OTC commerce experience, strong MS Office skills, and excellent communication.

Qualifications

• End-to-end OTC operations management experience.
• Strong client-facing and meeting facilitation skills.
• Performance metrics review with stakeholders.
• Ability to drive process reengineering and improvements.
• Ensure SLAs are met and monitor regulatory/compliance requirements.
• People management and performance review responsibilities.
• Experience hiring and onboarding new resources.
• Deliver assignments with accuracy and on time.
• Capability to handle escalations and client expectations.
• Prepare presentations for various forums and reviews.

Responsibilities

• Lead end-to-end OTC operations and client meetings.
• Track metrics and review performance with stakeholders.
• Drive process improvements and reengineering initiatives.
• Manage supervisory team and conduct appraisals.
• Ensure timely, accurate deliveries and SLA adherence.
• Handle escalations and manage client expectations.

Skills

MS Office Proficiency

Client interaction

Team management

Communication

Time management

Multi-tasking

Education

Graduate degree preferred

Tools

MS Excel

PowerPoint

MS Word

Job description

Group Manager - Operations - REF113168E_2026289608 - Collections

• Full-time

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.

• 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

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)
• Excellent written & verbal communication skills
• Client interaction skill
• Ability to work under pressure
• Good Team Player
• Multi-tasking
• Target oriented
• People oriented
• Audit methodology
• Time management
• Motivate self & others