REF55221O - Assistant Manager - UK Motor
- WNS Global Services
- 3 to 7 Yrs
- Other Maharashtra
- 5 months ago
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Job Description
- 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 PURPOSE Responsible to achieve operational goals and standards as defined by the Organization / Senior Management, should be capable of managing the process, clients, team and ensuring end-to-end delivery of SLAs. Lead a team of 15-25 FTEs WORK EXPERIENCE: Work Experience 3-4 years in a leadership role Experience in Voice Insurance Extensive knowledge on Claims handling for within UK Motor Insurance is mandatory DUTIES / RESPONSIBILITIES Ensure Service Level metrics are met as defined by the clients/processes Driving Quality & Efficiency projects, brainwaves, Agile interventions within the teams Ensuring that Compliance standards are met as per ISO, GDPR and Regulatory guidelines Customer Centricity Should drive his/her efforts to maximise customer benefits Identify and lead Green Belt/Yellow belt/AGILE projects in his/her area Adhere to Client/WNS specific policies and compliance regulations Establish and Manage healthy relationships with the onshore business Ensure complete, transparent and frequent communication with the business EWS accuracy, Attrition Management, Resource & leave planning and recruitment 1-2-1 Adherence, Learning and development of team members Identifying avenues of efficiency and quality Improvement to benefit end customer Work state Management, designing and managing team goals and parameters Ensuring Capacity and Shift Planning is appropriately done with minimal impact to business Appropriate and timely escalations to immediate supervisor Exhibit Business and Decision making skills Coordination with various teams and departments to support other functions Strong and effective documentation of Training, Quality and Governance Framework Identification and grooming of potential lead coaches Timely management and resolution of chasers/escalations from Onshore Working on escalations/business cases that need to be discussed with the client for decision making, PIP cases & disciplinary issues Be professional and courteous & maintain a high level of integrity and confidentiality at all times Assist and support Group Managers wherever required & be part of a collaborative work environment in achieving personal & team goals Driving Culture of High Performing teams Ensure team bonding, Manage & guide career aspirations of agents/lead coaches Achieving satisfactory performance in Voice of Customer surveys Accurately and timely reporting of CSL/Key MI for external and internal customer SKILL SETS Soft Skills Required skills: Basic Computer literacy Typing Speed minimum 30 wpm Excellent comprehension of spoken & written English and interpretation into appropriate action and intended outcome Excellent Analytical Skills Excellent Spoken English & Written English Skills Ability to accurately capture both alpha and numerical data Good grasping ability and logical reasoning Behavioural Competencies Decision making ability & Attention to detail Ability to manager large teams with high complexity Team players with a ready disposition to learn Professional mannerisms Customer Centricity Commitment and reliability Versatile and adaptable Motivated by achieving targets Qualifications College / University Graduate / Minimum 15 years of education,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: REF55221O - Assistant Manager - UK MotorContact Details:
Company: WNS Global ServicesLocation(s): Other Maharashtra
Keyskills: Claims handling Green Belt Yellow belt Attrition Management Recruitment Documentation Training Reporting Learning development quality Improvement Capacity Shift Planning Business Quality
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WNS Global Services
Company Description WNS Global Services Inc. (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 Service...
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