Group Manager - Operations - REF113168E_2026289608 - Collections

Wns; Pune District; Vor Ort; INR 1.800.000 - 3.000.000; Vollzeit

Zusammenfassung

WNS, part of Capgemini, in Pune seeks a Group Manager - Operations to lead end-to-end OTC processes. You will front client meetings, manage a supervisory team of AMs and lead associates, and drive performance reviews and process improvements.

The role emphasizes SLA adherence, resource optimization, and on-time, error-free deliveries. Strong MS Office skills and excellent communication are essential for success.

Qualifikationen

• End-to-end OTC operations experience
• Strong client interaction & meeting facilitation
• Leadership of supervisory teams with performance reviews

Aufgaben

• Manage end-to-end OTC operations and supervise the team
• Lead client meetings and manage expectations
• Drive metrics, KPIs and periodic performance reviews with stakeholders
• Drive process reengineering and ensure SLA adherence
• Oversee hiring, training and performance management of resources
• Ensure timely, accurate deliveries and escalation handling

Kenntnisse

MS Office

Client interaction

Team leadership

Communication skills

Time management

Multi-tasking

Ausbildung

Graduates preferred

Tools

MS Excel

MS Word

PowerPoint

Jobbeschreibung

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