Group Manager

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 South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us? 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 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

Role:

• End to End Training Ownership: Will be responsible for end to end activities including; hiring, pre-process, process, nesting, floor activities related to training
• People Management: Should be able to identify EWS (Early Warning Signals), provide feedback, create coaching environment for deputy manager, trainers and trainees
• Key Accountability:
  • Training Performance: End to end responsibility of training deliverables like throughput, certification, early production performance, etc.
  • Performance Management: Should have excellent knowledge of training deliverable, metrics data analytics. Should be able to review training performance with Assistant Manager & Deputy Manager reporting to them and ensure action plan is created and followed to improve performance
  • Escalation Management: Should be able to manage all internal and external escalation.
  • Client Management: Should be able to manage client communication with clients which will include reports, reviews, audits, etc.
  • Reporting: Ensure all training reports including internal stakeholder and clients should be shared on time accurately
  • Review: Should be able to create review decks, present them and maintain action registry for closure of open items
  • Content Review: Should be able to direct the team to conduct accurate TNI (Training Need Identification) and make changes in training plan accordingly
  • Knowledge Management: Ensure floor agents go through timely monthly check, floor refreshers, etc.
  • Stakeholder Management: Should be able to manage internal communication with peers, stakeholders
  • Coordination: Coordination within and outside team to ensure activities run smoothly
  • Audits: Should be able to manage all internal and external audits

Qualifications

• Under Graduate/ Graduate
• IATA / UFTA certification preferred
• Should be willing to work in 24*7 environment
• Should be willing to work in non-weekend offs
• Excellent working knowledge of all MS Office tools like Excel, PPT, etc.
• LEAN/YB/ GB certification preferred
• Team & multi location handling experience preferred
• Excellent written and verbal communication
• Travel Experience: +3 Years – Desirable
• OTA Experience: + 1 Years – Desirable
• Training Experience: Should have sound understand of training function and should have spent + 5 years in training department – Mandate
• Team Management: +3 Years
• Certification/ Domain Certification (If Applicable): Travel & Tourism

Additional Information

US Night Shift 24/7