General Manager - Operations - F&A - BPO

Vacancy @ WNS

General Manager - Operations (F&A)

Location : Gurgaon

Parameters check :

- F&A Operations Experience across towers of R2R(Majorly), P2P & O2C.

- Minimum span of control of 150-200

- P&L Management

- Third party exposure.

Qualifications/ Academics expected :

- Total 13-18 years- post qualification experience in ITeS industry. CA/ICWAI Qualification necessary.

Job Description :

Process management :

- Responsible for management and coordination of overall operations, SLA delivery across all processes, quality and general administration for a very key Insurance data process.

- Client interaction- Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores.

- Manage conference calls/other communication with the client and build a rapport with key client contacts.

Team Management and People Development :

- Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching/feedback wherever required, Support Learning and development initiatives, Coaching and counseling, staff motivation retention programs.

- Effectively implement rewards/recognition, appraisal & Incentive programs. Create cross-functional teams to encourage team building.

P and L accountability :

- Farming, supporting new business initiatives.

- Internal co-ordination with Projects and EU's to meet SLA standards.

- Transitioning support.

- Responsible for ensuring the infrastructure utilization is done keeping in view the business equirements/new process migrations.

- Preferred: Experience within the F&A domain and managing teams across various locations

Competencies/ Skill set :

- Solid operations management experience.

- Experience working in milestone and deadline driven environment

- Familiarity with the WNS organization and ability to liaise with different departments and business owners as required.

- Ability to influence leadership, work with people and drive towards common solutions and issue resolutions.

- Experience coaching team leaders and working teams in delivering their projects.

- Experience in Quality Management

- Excellent communication and presentation skills.

- Good numerical and analytical ability.

- Proven business acumen

- Familiarity with IT and experience in liaising between business and IT