Senior Group Manager Ops| Indore |REF33+06B|

Company Description

Senior Group Manager Ops will be responsible to Manage the Webchat ( Online and Offline channels) across LOBs which also involves complaints management and deliver the overall set business goals and targets

Job Description

Leading and spearheading Utilities Operations for WNS client

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.

Process management - Responsible for management and coordination of overall operations, SLA delivery across all processes, quality and general administration for a very key client

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.

Ensuring retention of profitability of business and accounts in terms of revenue and margins & strive towards positive growth of the same.

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.

To ensure strategy, structure, staffing, skills, style and processes are synergistic with the vertical’s objectives / super ordinate goal.

Competencies/ Skill set:
• Domain understanding of Utilities
• Excellent analytical and conceptual skills
• Good Communication Skills
• Proven team leadership and people management skills (ability to handle large teams)
• Proven client management skills
• Deep understanding of business processes and off-shore business environment
• Ability to handle high pressure situations and multi-task
• Flexible to work in shifts
• Willing to travel
• Co-ordination and program management skills required to interface with various stakeholders

Qualifications

Graduate