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

See Diversity Initiatives >>

Group Manager- Web Chat.

Location : Pune- Weikfield

- Provide Inputs to Senior Managers based on knowledge gathered by sheer experience on the process

- Develop and implement multi functional capability plans

- Own the hiring of new employees in their teams (skip level)

- Work and desk allocation

- Draw out Target plan with input from Client

- Understand the process and pre process needs from the client

- Define the initial and refresher training needs for the team with reference to SLA requirements and Productivity

- Maintain skill set inventory for teams

- Plan and implement employee and desk utilization strategy

- Team Meetings, Team Performance and development, Communicating updates

- Reviews, announcing targets, discussing Quality issues based on input from QM, Addressing people issues.

- Counseling employees team issues/ personal issues

- Develop and cascade KPI's to deliver SLA. Review performance measures daily. Plan employees according to work inflow by proper roistering

- Managing SLA and driving the team to achieve / exceed SLA Targets

- Implement corrective and preventive actions. Review results .Support the analysis

- Own responsibility for all employees (team) appraisal based on PIP data and feedback

- Lead, Review and allocate performance targets

- Monitoring the Incentive Performance and passing on the incentive ratings to HR

- Implement the suggestions to improve on productivity

- Motivate the team to ensure team retention

- Day to day facilities, finance and IT issues Daily, Weekly, Monthly Reports and implement changes to bring about process improvements

- Review productivity/ error trend analysis. Decide and action implement steps

- Support continuous improvement initiatives

- Implement best practice compilation and sharing

- Lead PIP analysis and drive performance

- For support functions - the DM works on the directions of the senior managers apart from the above non ops jobs.

- Ensure SLA 's are met

- Ensure profitability of projects / smooth functioning

- Timely and accurate information - Reports, Performance, Billing/recharges

- Ensure regular updates of BCP/DRP by the team managers

- Review of SLA and annexure with the customers and team

- Based on business viability provide input to business head for SLA renegotiation

- Regular agenda driven meetings, conference calls and reviews

- Follow up on action points as per time frame

- Create profile of customers

- Customer interaction with the team and lunch etc

- Wishing customers on occasions

- Research/background study thoroughly understand client's business

- Handover to account manager

- Follow with the account manager

- Internally review teams potential and capabilities

- Internal review cost/ budget every month

- Meeting with senior managers every month to discuss trend analysis - Productivity, Multifunctional

- Ensure key issues / success /concerns are highlighted

- Proactively come up with plans to resolve situations

- Seek customer appreciation of the team and convey to the employee

- Periodic sharing of business information and data analysis

- Work with the other DM/GM (Ops & Quality) to identify the gaps and plan development for the future

Knowledge/Qualification :

- Special Role Requirement: Excellent communication skills, most preferable with Voice and WebChat work experience.

Shift Timing : Rotational

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.