Deputy Manager - Operations

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

Role and Responsibilities:The ideal candidate should possess strong leadership skills to oversee a team of training managers/trainers and ensure effective implementation of training programs. They will be responsible for various aspects of training, including new hire training, monitoring performance during the initial period, and continuous knowledge management during regular operations .Responsibilities include:- People Management: Leading and mentoring a team of training managers/trainers to ensure they effectively meet their objectives and deliverables.- Training Program Development: Collaborating with stakeholders to design comprehensive process training plans tailored to the organization's needs. Assessing and enhancing the effectiveness of training materials, including Standard Operating Procedures (SOPs), Participant and Facilitator Guides, and Learning Check Points.- Execution and Oversight: Executing training deliverables under the guidance of the Training Manager, ensuring alignment with organizational goals and standards. Conducting audits, performance knowledge transfer (PKT) calibrations with quality assurance (QA), and training needs assessments (TNA) for employees in day-to-day operations.- Monitoring and Improvement: Tracking and providing detailed updates on the progress of training batches, identifying areas for improvement and optimization. Conducting periodic follow-ups on employees with below quality (BQ), providing tailored training and refreshers to enhance performance.- Certification and Development Programs: Organizing certification programs and other developmental workshops for auxiliary trainers to enhance their skills and capabilities.- Process Improvement: Regularly reviewing and revising standard operating procedures (SOPs) in consultation with clients, ensuring alignment with best practices and evolving business needs.- Compliance and Reporting: Adhering to the training governance mechanisms outlined in the Training Standard Document (TSD). Preparing, publishing, and maintaining various training reports and dashboards to track key performance indicators and inform decision-making.- Client Relationship: Having regular discussions with Onshore on performance and issue handling. Especially LATAM clients.QualificationsAny graduate- Minimum 12 years" experience in management.- Preferably in a large-scale environment with 40-50 employees.- Excellent communication, interpersonal, and analytical skills.- Night shift timing. client handling.

Qualifications