Assistant Manager - Operations

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

Roles and Responsibilities:Operational Parameters Ensure that service level metrics as defined by the client are met  Adherence to Project Timelines and Rigor Understand and capture customer baseline data around SLAs and operational metrics transition. Meet SLA's for Internal Processes – Timely Appraisals, One to Ones, Confirmations Ensure that Legal and compliance defects are zero or tend to zero. Daily Reporting for Productivity Leave Management of team Scheduling of Team members  Transport management for Team members Update Daily Issue Log – Operations/IT/QA etc. Setup Team member appraisal system and conduct monthly Develop and maintain Incentive program for Team members Identify top talents and groom them for succession planning Make or/and Approve Payment on Client system as per the available payment authority limit Adherence to checks while making Payments - Validate Payee Name – Involvement on the claim is legitimate  Recipient Name : Is the receipt associated on file Payee role :What is the role of the payee on this claim Payee reference number : Any information available on Payee reference number Validate Amount paid : Exact amount that is requested  Breakdown of amount paid : All components to be validated Validate Liability status : Is the claim settled Validate how the Outlay (Debt request) was received by :  Documents on file to verify Payee details and Amount: Payment type : Cheque/BACS/Faster Payment/ CHAPS Account details verified ,if electronic payment: Yes/No/NA (If PH, are there any notes on file to state how details were obtained) Fraud/other Red flags on file – Any concerns that have been flagged previously or any concerns identified Payee Associated on file > 24 hrs – Yes/NoAdherence to checks while Authorising Payments - Validate Liability Status is correct  Identify the Payee – Mention Exposure number Validate Payee and Recipient details correct  Check if Payee Associated on file > 24 hrs – Yes/No Payment Method – (BACS/CHAPS/CHQ/Faster Payment) Documents on file to verify Payee details and Amount: Payment requested vs. Amount Raised match: Account details verified ,if electronic payment: Yes/No/NA (If PH, are there any notes on file to state how details were obtained) How was the Outlay received : Email/Posts/Verify Portal/Phone Relevant documents available to make payment :  Fraud/other Red flags on fileQuality Audit and Call Quality Meet QA Targets for the month Improve QC Scores/CQ score every quarter Project/Initiative to improve quality of service delivery Productivity Meet annual productivity targets as per Work order/Agreement Minimum One Initiative impacting productivity - Applying LEAN or Six Sigma Leave planning in accordance to companies’ norms. Check that not more than 20% people carry forward their leaves. Notify manager if on the job injuries may impact productivity.  Highlight risk to business  Adherence to process guidelines in dealing with financials on the claimCustomer Satisfaction  VOC scores are met or exceeded once the process moves to Production.  End Customer Satisfaction score for voice processes at x% ( To be given by Business UKGI) Establish peer-to-peer relationships with the onshore business.  Ensure complete, transparent and frequent communication with the business. Adhere to the communication plan and rigor as agreed with the business.Compliance Team Members are Compliant as per UK laws

Qualifications

Graduate Motor Insurance knowledge and experience is a must