Group Manager

Role & responsibilities :

Life & Pensions experience for UK industry, should be Compliant as per UK laws, preferably with
UK CII certifications and detailed understanding of UK regulation

 Ensure Service Level metrics are met as defined by the clients/processes

 Driving Quality & Efficiency projects, brainwaves, Agile interventions within the teams

 Ensuring that Compliance standards are met as per ISO, GDPR and Regulatory guidelines

 Customer Centricity Should drive his/her efforts to maximize customer benefits

 Build on domain by adding CII certifications required for the role

 Embed strong governance framework and build effective controls for the work & demands in scope, Adhere to Client/WNS specific policies and compliance regulations

 Ability to create an environment and establish the operating principles and values conducive to high performance

 Hold regular performance reviews with stakeholders

 EWS accuracy, Attrition Management, Resource planning and recruitment

 Identifying avenues of efficiency and quality Improvement to benefit end customer

 Work state Management, designing and managing team goals and parameters

 Ensuring Capacity and Shift Planning is appropriately done with minimal impact to business

 Exhibit Business and Decision making skills

 Coordination with various teams and departments to support other functions

 Strong and effective documentation of Training, Quality and Governance Framework

 Identification and grooming of potential lead coaches

 Assist and support Group Managers wherever required & be part of a collaborative work environment in achieving personal & team goals

 Engage in cross functional relationships to ensure delivery. Work with the Human Resources, Transformation, Quality and the Service Delivery Leader

 Achieving satisfactory performance in Voice of Customer surveys

 Accurately and timely reporting of CSL/Key MI for external and internal customer

Qualifications

Graduate and CII Certifications