WNS - Consultant - Digital Transformation (16-21 yrs)

Company Description:

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.

- Position Overview : We are seeking a dynamic and strategic Director of Digital Transformation to lead our efforts in integrating advanced digital solutions (Contact center solutions, AIML, GenrativeAI, Hyperautomation, RPA, etc. ) across our operations.

- This role will be pivotal in driving the digital strategy, ensuring alignment with business goals, and fostering a culture of innovation within our organization.

- The ideal candidate will possess deep knowledge of the healthcare landscape, exceptional problem solving skills, expertise in transforming contact center, and a passion for leveraging technology to improve outcomes.

Key Responsibilities:.

- Contact Center : Evaluate current pain points, call drivers, and suggest latest tools and technology to enhance customer experience and drive NPS and CSAT at client end.

- Extensive experience in CCaaS solutions and ability to find gaps and best fit solution.

- Technology Integration: Oversee the assessment, selection, and implementation of cutting-edge technologies (e. , AI / GenAI, Hyperautomation, RPA, etc. ) to improve operational efficiency and client satisfaction.

- Stakeholder Engagement: Collaborate with senior leadership, clients, and cross-functional teams to identify opportunities for digital innovation and drive buy-in for transformation initiatives.

- Change Management: Lead change management efforts to ensure successful adoption of digital tools and processes across the organization, including training and support for staff.

- Performance Metrics: Establish key performance indicators (KPIs) to measure the success of digital initiatives and adjust strategies based on data-driven insights.

- Regulatory Compliance: Ensure that all digital transformation efforts comply with healthcare regulations and standards, maintaining a focus on patient data security and privacy.

- Market Research: Stay abreast of industry trends and emerging technologies to inform strategy and identify competitive advantages.

Qualifications:

- Bachelor's / Master's degree in Engineering / Business Administration, Healthcare Management, Information Technology, or a related field- 16+ years of experience in digital transformation, project management, or related roles, with at least 5 years in the healthcare or BPO sector.

- Proven track record of leading successful digital initiatives and managing cross-functional teams.

- Strong understanding of healthcare regulations (HIPAA, HITECH) and best practices in data security and privacy.

- Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.

- Strategic thinker with a hands-on approach to problem-solving and decision-making.