Senior Group Manager - Operations - REF114860V_2026293829 - S&L

WNS; Pune District, Pimpri-Chinchwad; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

WNS is seeking an senior operations leader to drive end-to-end operations for a key client in Pune. You will oversee client interaction, delivery across processes and quality, and administer engagement governance to optimize VOC scores and client satisfaction.

You will lead and motivate a large team (300+ FTEs), ensuring coaching, development, and retention programs. Focus on profitability, growth and capability-building within a transformation-driven environment.

Qualifications

• Graduate with any discipline; relevant post-grad considered.
• Experience in BPO/IT-enabled services operations preferred.
• Demonstrated ability to manage large teams and client relationships.

Responsabilités

• Lead end-to-end operations for a key client, ensuring VOC scores are strong.
• Coordinate delivery across processes, SLAs, quality and admin for the client.
• Manage and develop a large operations team (300+ FTEs) through coaching and programs.
• Drive profitability and margin improvements across accounts while pursuing growth.
• Champion transformation and re-engineering initiatives to meet business objectives.
• Align strategy, staffing, skills and processes with vertical goals.

Connaissances

People management

Client management

Process optimization

Team leadership

Stakeholder communication

Strategic thinking

Formation

Graduate

Description du poste

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.

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

• Leading and spearheading end to end operations2) Client interaction - Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores and basis interaction with the client help WNS gain further business and help ramp up.3) Process management - Responsible for management and coordination of overall operations, SLA delivery across all processes, quality and general administration for a very key client4) Team Management and People Development - Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching/feedback wherever required, Support Learning and development initiatives, Coaching and counseling, staff motivation retention programs. Effectively implement rewards/recognition, appraisal & Incentive programs. Create cross-functional teams to encourage team building. Should have managed a large span of at least 300 FTEs.5) Ensuring profitability of business and accounts in terms of revenue and margins & strive towards positive growth of the same.6) Driving and sustaining a culture of ensuring client objectives are positively influenced with the requisite interventions within the dimension of re-engineering, transformation, capability etc.7) To ensure strategy, structure, staffing, skills, style and processes are synergistic with the vertical’s objectives / super ordinate goal.

Qualifications

Graduate