Job expirat
Responsible for achieving team SLA’s (Service Level Agreement);
Understands and captures customer baseline data around SLAs and operational metrics transition; Monitors Service Levels - Periodic collection and analysis of data received;
Supports customer in any collection, legal or other procedural of documents or other materials as required;
Manages daily work allocation;
Ensures that country specific variances are handled according to variances, country specific documentation is kept up to date;
Daily processing of transactions ensuring no back logs;
Ensures daily reporting for productivity;
Coordinates team schedule and leave planning;
Ensures adherence to break timings by their teams;
Sets up Team member appraisal system and conduct them quarterly/yearly;
Conducts one on ones on monthly basis, quarterly, midyear and yearly appraisals;
Develops and maintains Incentive program for Team members;
Moves between leadership role and team member role on various projects as required.
Planes and executes daily debriefing sessions for all agents;
Follows communication Calendar;
Motivates and build the skills of the team;
Encourages and drives team activities;
Builds relationship within his team;
Expands team member’s capability on KPI (Key Performance Indicators;
Performs Quality Control processes in accordance with set guidelines;
Ensures quality targets laid out are met for the processes owned;
Provides feedback to each team member to ensure adherence to quality requirements;
Identifies areas for improvement in processes & informs the management to obtain approval to implement change;
Ensures regular capture/update of complaints/ Escalated Calls in Log;
Ensures VOC (Voice of Customer) scores are met or exceeded in their area of competency
3+ years of relevant experience working in the Finance & Accounting area
People skills;
Communication & Influencing skills;
Adherence to Company values;
Coaching skills;
Conflict resolution and problem solving;
Delegation / follow up;
Accurate, methodical with detail orientation
Customer centricity;
Prioritizing & organizing skills;
Effective time management;
Presentation skills;
High proficiency in English and proficiency in a second foreign language, advance level;
Proficiency in MS office applications
WNS Global Services is a recognized leader in business process outsourcing (BPO). Our proposition is simple: We deliver value to our clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes.
We serve several industries, including travel, insurance, financial services, healthcare, professional services, manufacturing, distribution and retail. We also provide essential corporate functions, such as finance and accounting, human resources (payroll and benefits administration), research and analytics.
Are you looking to be part of a global team, pro-actively working with customers, do you appreciate teamwork with people from different cultures, are you dedicated to operational excellence? Then please come and join our team!
