WNS - Senior Group Manager - Operations - Lloyds Domain

Job Designation: Senior Group Manager - Operations - lloyd's of london domain

Experience: 10 to 12 years of BPO experience - primarily in the Lloyds domain

Job Location: Pune

Job Description:

- Lead Operations for a Lloyds of London client/s for Specialty lines of business

- Capacity planning and staffing plans for the process based on medium term business forecast.

- Negotiating and finalizing SLA's with the Client.

- Managing the P&L for this account and ensuring adherence to SLA Deliverables.

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

- Improving Processes using quality improvement tools - Improvement Goals like Six Sigma, Lean Initiatives.

- Establishing a review/ reporting mechanism with the Client.

- Developing and approving incentive plans.

- Be a Champion for black belt improvement projects.

- Develop case studies, show case the business and participate in business acquisition.

- Review progress of attrition action plans and check effectiveness.

- Provide leadership to team of managers, Assistant Manager and associates.

- Ensure compliance with internal policies and procedures, external regulations and information security standards.

- Performance development of team members and counseling for performance including attrition management.

- Responsible for retention and succession planning for process

- Support the Transition and Capability team in Process Due Diligence, Process discovery and migration

- Build Lloyds of London capability within the organisation .

Knowledge / Qualifications:

- Graduate / Post Graduate in Management.

- Lloyds of London certification will be an added advantage.