Being a fresh graduate with no experience, I started at WNS as an intern and got great industrial exposure along with the opportunity to explore diverse process functions, improve my skills, meet new people and have fun at the same time. With this foundation, I was able to begin my career as a senior associate at this very same place working under people, who were not just my managers but mentors as well. What I like most about working at WNS...

KRITI SHARMA, ASSISTANT MANAGER - OPS

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Industry :- BPO (Captive /Contact Centre's)/ KPO/ IT Only

Over-View :

The principle role of this team is to assess improvement needs of the global transition functional unit to drive continuous quality improvement; continuously review and refine processes, plan and execute improvements and present summary findings to the department leadership.

Key Roles & Responsibilities :

- Identification of improvements / new techniques / methodologies / solutions / tools in the transitions team and upstream / downstream functions by analyzing the day to day working of the transitions team and trends and opportunities in core transition responsibilities. All initiatives should be executed using a rigorous, data based, statistical method and DMAIC principles.

- Development of work aids, such as process descriptions, checklists, templates, and guides to assist relevant personnel with implementing defined processes.

Collaboration :

Work closely with transition managers, transition leaders and functional department heads to ensure effective implementation and follow-up of initiatives.

Documentation :

- Establishes and documents processes that support the initiative and projects in detail

- Required to manage multiple initiatives / projects concurrently (where applicable)

- Able to take on additional responsibilities in the transition function if the need arises.

Knowledge/Qualifications/ Competency :

- Any Graduate / PG.

- Good Communication / Presentation Skills

- Back Belt Certified Mandatory.

- Transition Experience is must & a minimum 5-6 yrs in the BPO Industry Preferred.

- Excellent Microsoft Suite skills (Excel, Word, PowerPoint) with strong ability to use advanced and statistical excel formule, Good Working knowledge of Minitab

- Self-starter, initiator, strong organizational, presentation, interpersonal and consultative skills is a must.

- Maintaining an established work schedule, Strong analytical, planning, organizational, and time management skills.

- Strong research skills including gathering and analyzing data from multiple sources .Effective documentation skills.

- Ability to maintain discretion and confidentiality. Working in a cross-functional team environment.

- Interpreting and applying rules, regulations, policies, and procedures .Effectively using interpersonal and communications skills including tact and diplomacy.

- Effectively using organizational and planning skills with attention to detail and follow through.

Special Role Requirement :

- Willing to travel across sites & locations

- Accuracy & integrity in data handling

- Ability to work with people and teams of diversified / different priorities

- Should have a Valid passport

- Day /UK shifts

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