Company Description WNS Holdings Limited NYSE WNS is a leading Business Process Management BPM company We combine our deep industry knowledge with technology and analytics expertise to co-create innovative digital-led transformational solutions with clients across 10 industries We enable businesses in Travel Insurance Banking and Financial Services Manufacturing Retail and Consumer Packaged Goods Shipping and Logistics Healthcare and Utilities to re-imagine their digital future and transform their outcomes with operational excellence We deliver an entire spectrum of BPM services in finance and accounting procurement customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client We co-create and execute the future vision of 400 clients with the help of our 44 000 employees Key Roles Responsibilities 1 Operations Service Delivery Oversee daily team performance AHT QA productivity SLAs accuracy schedule adherence Manage work distribution queues backlogs and intraday staffing Ensure adherence to client SOPs process controls and turnaround times TATs Conduct daily huddles shift handovers and floor support for escalations Coordinate with Workforce Management WFM for schedules shrinkage and volumes Support process transitions ramps including KT pilots and stabilization 2 Quality Compliance Risk Control Drive quality through audits error analysis and action plans Ensure compliance with client policies data privacy and regulatory guidelines relevant to U S insurance e g state-level rules NAIC-aligned practices data protection Maintain documentation SOPs control checklists and versioning Incident reporting and corrective preventive actions CAPA for defects 3 People Management Coaching FeedbackDeliver structured coaching 1 1s monthly performance reviews and improvement plans Provide real-time behavioral and skill feedback reinforce call handling and written communication standards Identify skill gaps coordinate cross-training and upskilling Recognize and reward performance maintain team engagement and retention 4 Client Stakeholder Management Serve as operational POC for client counterparts and internal functions QA Training WFM HR IT Participate in governance calls present weekly monthly business reviews Translate client priorities into actionable plans close the loop on feedback 5 Reporting Analytics Generate daily weekly monthly reports volumes SLA attainment QA scores defects rework and productivity Track KPIs and trends provide insights and recommendations Maintain dashboards and trackers ensure data integrity and timely distribution 6 Continuous Improvement Projects Lead small Kaizen initiatives defect reduction rework elimination cycle-time improvements Support automation opportunities templates macros straightforward workflow tweaks Document and standardize best practices 7 Governance Escalations Issue Resolution Manage escalations with root cause impact assessment and resolution plans Keep stakeholders informed with clear above-average written verbal updates Ensure business continuity and adherence to contingency plans Qualifications Required Qualifications Skills Experience2-4 years in BPO operations 1-2 years in a team lead supervisory capacity Insurance experience preferred policy admin claims underwriting support billing or customer service Communication Above-average communication skills Clear concise verbal communication for client and team interactions Strong written communication for emails RCA reports and performance narratives Ability to simplify complex insurance concepts for diverse audiences Coaching Feedback Demonstrated experience in conducting 1 1s performance reviews and PIPs Skilled in behavior-based feedback call coaching and QA calibration Reporting Tools Average Excel skills comfortable with Sorting filtering conditional formatting basic formulas SUM AVERAGE COUNTIF VLOOKUP XLOOKUP pivot tables charts data validation Familiarity with BI dashboards viewing updating WFM tools and ticketing CRM systems Proficient in MS Outlook Word and PowerPoint Operations Quality Strong grasp of SLA management productivity variance analysis and quality frameworks Exposure to process audits defect taxonomy and CAPA methodologies Compliance Process Awareness of U S insurance operational standards terminology billing cycles claims stages endorsements cancellations reinstatements High attention to detail data privacy mindset zero-tolerance for PHI PII mishandling Behavioral Competencies Ownership and bias for action composure under pressure Analytical thinking problem-solving stakeholder management Team engagement empathy and integrity Education Certifications Preferred Bachelor s degree any discipline Insurance certifications e g AIS AINS CPCU modules or company-specific process certifications preferred but not mandatory Internal certifications in QA coaching or leadership a plus

📌 Assistant Manager - Chat/voice - Insurance - Magarpatta - Us Rotational Shifts (Pune)
🏢 Wns Global Services
📍 Pune