WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.
As part of the senior leadership team you will lead a team of operational leaders, develop and implement various strategies to maximize profits while maintaining an acceptable level of quality. Work on improving the supply chain to positively impact variables such as cost, quality, and delivery time.
Your key responsibilities will include
Operational Delivery through delivering contractual and commercial performance
Manage costs and profitability through all available commercial levers
Promote commercial performance through achieving revenue and margin targets and new business growth
Show the full description
People Management by ensuring high performing and highly engaged teams
Develop your people through effective coaching, performance management and drive a recognition culture
Support your operations colleagues to exceed client expectations on all levels at all times
Have robust and honest performance and behavioral conversations to support operational performance
Stakeholder Management through building excellent relationships both internally and externally, at all levels
Be customer and client facing and strive to deliver excellent customer experience through relationship management, innovation and insights
Compliance and Governance in ensuring compliance to all relevant process and regulatory standards
Drive compliance in everything you do and promote risk management and governance
Innovation by driving continuous improvement and creating value
Drive continuous improvement experiments through your team and harvest ideas
Relevant Tertiary Degree
7+ years senior management experience in call center environment
