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.

Job Description

This role is to actively manage, lead, innovate, motivate and develop a team of TL’s & Associates. The role is involved in developing systems, processes, and team members to achieve superior levels of service. Line Adherence experience is a MUST.

Responsibilities:-

Drive individual and team goals including but not limited to service levels, productivity & quality.

The role requires in-depth knowledge and subject matter expertise with regards to guidelines, processes, policies, and tools used by the Associates on Client account for KYC, User Onboarding & UPO (TOS).

To monitor and drive team performance on given metrics.

Proactively communicate with Client and other stakeholders on daily operational matters with speed.

Partner with training and quality to ensure training and refresher needs are identified and delivered. Provide timely DR reviews and feedbacks.

Build performance review decks for the management.

Facilitate regular Team meetings to ensure updates are delivered consistently and staff have an input into day-to-day operations.

Work with RTA’s to ensure queues are healthy and staffed appropriately.

Any additional responsibilities as business needs dictate.

Job Responsibilities also include but not limited to:-

Maintaining up to date expertise on company products, procedures, processes and tools, as well as the taxonomy of issues related to enquiries from Client users.

Perform Internal Quality and other governance activities per Operational needs

Assist in helping Specialist with live case management and questions about quality, tools usage, product, and accuracy of responses.

Create an open and honest feedback flow with Management regarding Associates performance and recommendations.

Maintain all records relating to quality and all other reviews.

Collaborate with the Project Associates in order to flag the need for amendments undocumented process guidelines.

Working on ad-hoc projects, tasks, deep dives as requested by the Client or by Management.

Strong attention to detail and analytical skills required to perform effective root cause analysis.

Analytical skills in using spreadsheets, presentations, and other analytical reporting software to analyze results and report on key metric drivers.

Must have 10 years of prior work experience in a Line Adherence and Quality centric leadership role in a Risk based BPO, handling large teams.

Required Qualifications:

1. Minimum 7 years’ experience in managing people managers (Team Leaders) within AML KYC, Risk and compliance Operations.

2. Language Proficiency in all supported languages: CEFR C2 level mastery or equivalent SVAR score of 78+ will be required as prescribed under the common global scale framework.

3. Strong customer focus with Excellent problem-solving, logical reasoning and decision-making skills

4. Ability to work under pressure in a faced paced environment with limited structure.