Assistant Manager - Operations

Ensure Service Level metrics are met as defined by the clients/processes Driving Efficiency project/Brainwaves within the team Ensuring that Compliance standards are met, regarding Data Protection Focus on customer service and aim for zero complaints Customer Centricity Proactively identify and participate in continuous improvement opportunities for the process Adhere to Client specific policies and compliance regulations Establish peer-to-peer relationships with the onshore business Ensure complete, transparent and frequent communication with the business Ensure Legal and compliance defects are zero or tend to zero EWS accuracy is maintained Training hours as defined by business are met 1-2-1 Adherence Identifying avenues of efficiency and quality Improvement to benefit end customer Ensuring all CSLs/Key MIs are met month on month Work state Management, designing and managing team goals and parameters Ensuring all internal targets (set by WNS) are met month on month Ensuring Capacity and Shift Planning is appropriately done with minimal impact to business Appropriate and timely escalations to immediate supervisor Identify Process Improvements & driving them with the help of proper resources Liaising with Other Support functions Daily allocation of work Attendance and Leave management TNI for the team and nominations for trainings Timely management and resolution of chasers/escalations from Onshore Working on escalations/business cases that need to be discussed with the client for decision making, PIP cases & disciplinary issues Adhere to WNS & Client specific policies and compliance regulations Be professional and courteous & maintain a high level of integrity and confidentiality at all times Assist and support Group Managers wherever required & be part of a collaborative work environment in achieving personal & team goals Regular team huddles & timely team-meetings & Regular monthly feedback (1-on-1s) and development plans Team player with a ready disposition to learn Hiring and Manpower planning Ensure team bonding, Manage & guide career aspirations of agents Ensure Employee Satisfaction at high levels Accurately and timely reporting of CSL/Key MI for external and internal customer Accurately and timely reporting of all Internal reporting