Senior Group Manager

Overview

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, WNS Philippines 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.

Why Join Us? 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 to experience 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 wide variety of best in class benefits, Also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

Skills required:

• Thorough understanding of Training Content optimization along with Adult Learning principles/ Andragogy
• Knowledgeable on the domain - Insurance (Claims / Sales / Service)
• Should have excellent communication skills and be able to interact with internal and external stakeholders / clients
• Should have analytical ability and ability to understand the business impact of numbers including impact on Capacity Planning, P&L, Budgets and the Learning Curve ROI
• Should be able to manage multiple teams and multiple locations, driving KPIs
• Should have in depth understanding of training metrics and impact to business metric
• Should have in depth understanding of TNI/ TNA process and ability to make recommendations for process improvements
• Must be aware of tools for Training delivery, including digital and AI tools
• Should have worked on various training methodologies and have knowledge on Instructional designing
• Should have done Market Research & analysis on training models and should know what is happening in the training industry
• Should have worked on Innovative projects on digital transformation for training
• Ability to manage work with stakeholders spread across multiple locations / time-zones

• Work with Clients along with Operations, Quality, WFM and Training Teams to facilitate Process and Skills training including but not restricted to New Hire Training, Recursive Training, Remedial Training, Skills Training based on tenure and Performance.
• Provide real time support to Training Team Members on Facilitation and People Management.
• Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration
• Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives
• Maintain process hygiene by ensuring reports, data and documents are in place
• Responsible for governance and adherence to contractual requirements
• Promote behavioural training programs and promote the programs in order to ensure maximum participation
• Be well versed in analysing data and suggesting measures towards improving revenue generation for the function
• Will be responsible for multiple locations within and outside the city, must be open to travel to these locations to ensure seamless training delivery