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Senior Group Manager - Process Training

2-6 Years
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Job Description

  • Owns all Team SLAs
  • Manages all client conversations on a day-to-day basis
  • Leads & drives Reservation and General Booking Teams to ensure compliance to all defined SLA metrics
  • Provides detailed insights to the business and manages customer expectations
  • Anchors operations team for meeting defined milestones and monthly/quarterly/annual deadlines
  • Facilitates and coordinates all team requirements including governance and reporting
  • Attends meetings within the program or with other departments as necessary
  • Listens to calls and provides coaching and feedback to associates from a language perspective
  • Demonstrates business/process knowledge
  • Communicates effectively with internal stakeholders and occasionally with end clients
  • Possesses analytical ability and understands business impact of metrics
  • Manages multiple teams and locations by providing and driving KPIs
  • Understands Operations SLA and its impact on business
  • Liaises with stakeholders to identify and execute process improvement projects
  • Analyzes data and suggests revenue-enhancing measures
  • Maintains vertical hygiene by ensuring reports, data, and documents are up to date
  • Acts as a mentor, fostering learning and teamwork within the team

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Indian

About Company

WNS-Vuram is the global hyperautomation wing of WNS, with a specialization in low-code enterprise automation. Since its inception, the company has maintained 1% customer success and customer references. Powered by passionate people, WNS-Vuram is committed to driving digital transformation for organizations worldwide through an Empathy-First Technology-Nextapproach. WNS-Vuram has received several prominent recognitions from Inc. 5, HFS Research, ISG, Entrepreneur India, Fast Company, and Great Place to Work, among others.

Job ID: 118785227

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