Deputy Manager - Process Train

Deputy Manager - Process Train

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Philippines - Established in 2008, WNS Philippines has been delivering the full spectrum of BPM services – in customer interaction services, finance and accounting, research and analytics, technology solutions and industry-specific businesses for more than 10 years. With more than 8,000 employees spread across 11 sites located in 4 key cities, Quezon City, Pasig City, Muntinlupa City, and Iloilo City – WNS is one of the fastest growing centers in the country.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and enjoy wide variety of best in class benefits, Also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

The incumbent will be responsible for leading and mentoring the CCT team for accounts in PHPShould have prior experience in Communication, Cultural, Soft Skills, V&A Training - both in terms of facilitation and having led a team for the said function Should have led strategic initiatives to improve business metrics CSAT/NPS/CES Should understand core concepts of the CCT function and provide timely innovative solutionsShould be sound and highly proficient in English Should have working knowledge of Hiring tools, CEFR scale, Train & Hire and Pre-Process Training in the BPO industry vis-à-vis Language & Customer service Work with the Vertical leads in providing inputs on development areas for projects initiatedProvide real-time support to teams working on projects Leadership & Organizational skills to prioritise projects and provide improvement feedback Strong Project Management capabilities Excellent communication & motivational skills Should be knowledgeable on the business processes Should have analytical ability and ability to understand the business impact of nos Should be able to manage multiple teams and multiple locations by providing KPIs and driving them Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives Be well-versed in analyzing data and suggesting measures towards improving revenue generation for the function Maintain vertical hygiene by ensuring reports data and documents are in place Promote standardization by creating SOPs across CIS training StandardizationPromote behavioral training programs and promote the programs in order to ensure maximum participation Knowledge of Articulate Vyond Adobe Suite for creation of elearning content videos etc is good to haveShould have worked on various training methodologies and know about Instructional design

Qualifications

Graduate