Job Description

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:
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.
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 prospects for account growth and expansion.
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.




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.
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

📌 Senior Group Manager X 2026287641 Insurance Visakhapatnam
🏢 Wns Global Services
📍 Visakhapatnam