Deputy Manager - Process Train

WNS; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

WNS Philippines is seeking a proactive leader to head the CCT team for PHP accounts. You will mentor staff, coordinate training delivery, and ensure high-quality customer communications, both in facilitation and coaching.

Your role includes applying process improvements and keeping stakeholders updated on performance metrics. You will rely on strong project management, English fluency, and data-driven insights to raise CSAT, NPS, and CES scores while managing multiple teams across locations.

Qualifications

• Graduate qualification required.
• Experience leading training teams and programs.
• Strong English proficiency and communication skills.

Responsibilities

• Lead and mentor the CCT team for PHP accounts.
• Drive CSAT/NPS/CES improvement initiatives.
• Provide real-time support to project teams.
• Develop and implement SOPs for training.
• Create and analyze KPIs across locations.
• Promote standardization and instructional design skills.

Skills

Leadership

Team management

English proficiency

Project management

Data analysis

KPI reporting

Education

Graduate

Tools

Articulate

Vyond

Adobe Suite

Job description

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Philippines, established in 2008, has been delivering the full spectrum of BPM services – in customer interaction services, finance and accounting, research and analytics, technology solutions and industry‑specific businesses for more than 10 years. With more than 8,000 employees spread across 11 sites located in 4 key cities – Quezon City, Pasig City, Muntinlupa City and Iloilo City – WNS is one of the fastest growing centers in the country. At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network. Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence. We promise our employees role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and enjoy a wide variety of best‑in‑class benefits, and also contribute to society through WNS Cares Foundation, where you can support meaningful initiatives and make an impact in the community.

Job Description

• Lead and mentor the CCT team for accounts in PHP.
• Have prior experience in Communication, Cultural, Soft Skills, V&A Training – both in facilitation and leading a team for the function.
• Have led strategic initiatives to improve business metrics CSAT/NPS/CES.
• Understand core concepts of the CCT function and provide timely innovative solutions.
• Be sound and highly proficient in English.
• Have working knowledge of hiring tools, CEFR scale, Train & Hire and Pre-Process Training in the BPO industry vis‑à‑vis language and customer service.
• Work with vertical leads to provide inputs on development areas for projects initiated.
• Provide real‑time support to teams working on projects.
• Display leadership and organizational skills to prioritise projects and provide improvement feedback.
• Strong project management capabilities.
• Excellent communication and motivational skills.
• Be knowledgeable on the business processes.
• Have analytical ability to understand the business impact of numbers.
• Manage multiple teams and multiple locations by providing KPIs and driving them.
• Create value for the team by acting as a consultant for operations and identifying process improvement and quality‑related initiatives.
• Be well‑versed in analysing data and suggesting measures towards improving revenue generation for the function.
• Maintain vertical hygiene by ensuring report data and documents are in place.
• Promote standardization by creating SOPs across CIS training.
• Promote behavioural training programs and ensure maximum participation.
• Knowledge of Articulate, Vyond, Adobe Suite for creation of e‑learning content, videos, etc. is good to have.
• Have worked on various training methodologies and be familiar with instructional design.

Qualifications

Graduate