Group Manager - Operations - REF113168E · 2026289608 - Collections

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.

• Need to manage the end to end OTC operations.• Front leading all Client meetings• Metrics & performance review with all stakeholders on periodic basis• Need to work on Process reengineering • Monitoring & reviewing the activities to ensure SLAs are met• Team & performance management• Taking appraisal of the team• Managing supervisory team of Assistant Managers & Lead associates• To ensure all the action plans completed on time with accuracy• To manage Client expectations• Capable of handling all level escalations• Hiring of new resources• Manage the team & responsible for performance reviews• Completely responsible for all the deliveries of the process & team• To be a face of management in front of client• To manage all internal issues related to infrastructure, technology, people, etc• Resource & infrastructure optimization• Hiring & training new resources• To work on RAG tracker & flag the EWIs• Handling all level escalations independently• Meet the customer expectations• Need to prepare various presentations required for different forums• Identify the process gaps & share with client to fix it• Review & sign off DPMs and FMEAs