Assistant Manager - Operations

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.Position: Assistant Manager - OperationsDepartment: OperationsLocation: Indore Reporting To: Deputy Manager- OperationsRole Purpose: The Team Leader – Operations is responsible for managing a team of associates to achieve operational targets and deliver high-quality service. The role entails overseeing daily operations, ensuring process compliance, driving performance excellence, and fostering a positive team environment.Key Responsibilities:- Supervise and motivate a team of associates to meet or exceed performance targets (KPIs/SLAs)- Monitor and ensure adherence to company policies, procedures, and quality standards- Conduct daily team briefings, allocate tasks, and provide necessary support and guidance- Perform regular performance reviews, provide constructive feedback, and implement development plans- Resolve escalations, handle client queries, and ensure prompt issue resolution- Analyze process gaps and recommend improvement initiatives to enhance productivity and quality- Prepare and share periodic reports on team performance, gaps, and action plans with management- Encourage knowledge sharing, skill development, and maintain high morale within the team- Ensure roster adherence, leave management, and optimum staffing levels- Drive the adoption of process changes and continuous improvement initiativesEssential Skills & Qualifications:- Graduate in any discipline; post-graduate/management certification is an advantage- 3-4 years of relevant experience in operations, with 2 years of Team Handling Experience- Strong communication and interpersonal skills- Proficient in MS Office and operational systems/tools- Ability to lead, motivate, and develop teams in a fast-paced environment- Excellent problem-solving and decision-making skills- Customer/service orientation and stakeholder management- Immediate joiner will be given preferenceDesired Attributes:- High level of integrity and commitment- Ability to handle pressure and adapt to changing priorities- Strong organizational, analytical, and numeric skills- Proactive, self-driven, and results-oriented

Qualifications

Graduate