Visakhapatnam, India
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Role:
Lead end-to-end operations for one or more client accounts, ensuring delivery against SLAs, quality, productivity, financial targets, and transformation initiatives while developing future leaders.
Key Responsibilities:
1. Operations Leadership
- Own delivery for multiple processes or business units.
- Drive SLA, KPI, Quality, Productivity, AHT, and Customer Satisfaction performance.
- Lead governance reviews and performance reporting.
- Ensure compliance with client and regulatory requirements.
2. Client & Stakeholder Management
- Act as the senior point of contact for client leadership.
-Conduct weekly, monthly, and quarterly business reviews.
- Manage escalations and build long-term client relationships.
- Identify opportunities for account growth and expansion.
3. People Leadership
- Lead Operations Managers and Group Managers.
- Manage teams of approximately 300–800+ FTEs, depending on the account.
- Drive succession planning, employee engagement, and leadership development.
- Conduct performance reviews and coaching for direct reports.
4. Business & Financial Management
- Own operational budgets and profitability.
- Improve margins through automation and process optimization.
- Forecast staffing requirements and manage capacity planning.
- Monitor attrition, hiring, and utilization.
5. Continuous Improvement
- Lead Lean Six Sigma and transformation initiatives.
- Drive automation and digital solutions.
- Implement Root Cause Analysis (RCA) and corrective actions.
- Promote innovation across operations.
Key Skills:
- Client Relationship Management
- Operations Excellence
- P&L Management
- Stakeholder Management
- Workforce Planning
- Data Analytics (Excel, Power BI)
- Process Improvement
- Risk & Compliance
- Executive Communication
- Change Management
Typical KPIs Owned
- Service Level (SLA)
- Quality Score
- Customer Satisfaction (CSAT/NPS)
- Productivity
- Attrition
- Absenteeism
- Revenue & Margin
- Employee Engagement
Graduate
WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.