Operations Manager - Sales Process

WNS Global Services Pvt Ltd; Gurugram District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

WNS Global Services Pvt Ltd, based in Gurugram, India, seeks an experienced Group Manager - Operations to lead the BPO sales delivery vertical. You will drive revenue growth, optimize conversion metrics, and manage key client relationships with a data-driven leadership approach.

The role requires 10–12 years in BPO, including 4–5 years in senior leadership, with strong skills in CRM platforms, forecasting, and stakeholder management. A dynamic, high-energy floor culture is essential.

Qualifications

• Graduate or above in any stream.
• Minimum 10–12 years of progressive experience in BPO.
• At least 4–5 years in a senior leadership role managing large-scale Sales processes.
• Proven track record of handling headcounts of 150+ FTEs.

Responsibilities

• Own and exceed client-defined SLAs, KPIs, and revenue targets.
• Lead regular reviews with enterprise clients and drive QBRs.
• Manage a multi-tier leadership team and 150+ sales reps; foster a high-performing culture.
• Partner with QA and Compliance to ensure data security and process adherence.

Skills

Leadership

Sales Metrics

Forecasting

Coaching Skills

Communication

Negotiation

Stakeholder Management

EQ

Education

Graduate or above

Tools

Salesforce

Zendesk

MS Office

Data Analysis Tools

Job description

Group Manager - Operations

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

Job Title: Operations Manager - (Sales Process)

Department: Operations / Business Process Outsourcing (BPO)

Reports To: Senior Operations Manager

Location: [Gurugram, India]

Employment Type: Full-Time

Role Summary

We are seeking an experienced and results-driven Operations Manager to lead and scale our BPO sales delivery vertical. In this high-impact role, you will be responsible for driving revenue growth, optimizing sales conversion metrics, managing key client relationships, and leading a high-performing team of Assistant Managers, Team Leads, and Sales Associates. The ideal candidate possesses deep expertise in managing large-scale outbound/inbound sales campaigns, exceptional leadership skills, and a data-driven approach to operational excellence.

Key Responsibilities

• Sales Performance & Revenue Management
  • Own and exceed client-defined Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and revenue targets.
  • Monitor sales funnels closely—including conversion rates, average order value (AOV), customer acquisition cost (CAC), and pipeline velocity to identify growth bottlenecks and implement corrective actions.
  • Drive continuous performance improvements through targeted coaching, objection-handling workshops, and incentive program designs.
• Client & Stakeholder Management
  • Act as the primary operational point of contact for enterprise clients, leading regular reviews, operational catch-ups, and Quarterly Business Reviews (QBRs).
  • Translate client expectations into actionable floor strategies and ensure transparent communication regarding challenges, milestones, and strategic pivots.
• Leadership & People Development
  • Manage a large span of control, overseeing a multi-tiered leadership team (Operations Managers, Team Leaders, and 150+ Sales Representatives).
  • Foster a high-energy, performance-driven, and engaging floor culture that minimizes attrition and maximizes employee engagement.
  • Oversee training, upskilling, and career pathing frameworks in collaboration with the Learning & Development (L&D) team.
• Process Optimization & Compliance
  • Partner with Quality Assurance (QA) and Compliance teams to ensure adherence to regulatory guidelines, sales scripts, and data security standards.
  • Leverage advanced analytics and CRM tools (e.g., Salesforce, Zendesk) to track performance trends and automate routine operational reporting.
  • Drive process automation and digital transformation initiatives to reduce cost-per-acquisition and enhance agent efficiency.

Key Performance Indicators (KPIs)

• Revenue & Sales Achievement of gross/net revenue goals, conversion rate targets, and upsell/cross-sell quotas.
• Operational Efficiency Adherence to staffing schedules, shrinkage control, and occupancy rates.
• Client Satisfaction CSAT, NPS, and client retention scores.
• People Metrics Employee attrition rates, internal promotion velocity, and span-of-control optimization.

Candidate Requirements & Qualifications

• Education: Should be a Graduate or above in any stream
• Experience: Minimum of 10–12 years of progressive experience in the BPO industry, with at least 4–5 years in a senior leadership role managing large-scale Sales processes (B2B or B2C).
• Proven track record of managing operations with headcounts exceeding 150+ FTEs.
• Core Competencies: Exceptional command of sales metrics, forecasting models, and Coaching Skills
• Strong expertise in CRM platforms, MS Office and Data Analysis
• High emotional intelligence (EQ) with proven experience in conflict resolution, team motivation, and stakeholder management.
• Excellent communication, presentation, and negotiation skills.
• Qualifications Graduate Experience Level Senior Level