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
Manage the team by determining the tasks for day to day activity within the operational context and working with the Manager and team members to ensure delegated operational goals and targets are achieved.- Monitor team performance including staff metrics (e.g. leave, attrition etc.)- Display a clear level of understanding of all performance reporting- Lead and develop a diverse workforce, drive an inclusive culture, foster a team environment where people are accountable for safety and wellbeing- Build a resilient, highly engaged/agile team, with a culture of simplicity, innovation and continuous improvement- Adhere to Suncorp Group policies including but not limited to, - Manage the team by determining the tasks for day to day activity within the operational context and working with the Manager and team members to ensure delegated operational goals and targets are achieved.- Monitor team performance including staff metrics (e.g. leave, attrition etc.)- Display a clear level of understanding of all performance reporting- Lead and develop a diverse workforce, drive an inclusive culture, foster a team environment where people are accountable for safety and wellbeing- Build a resilient, highly engaged/agile team, with a culture of simplicity, innovation and continuous improvement- Adhere to Suncorp Group policies including but not limited to, delegated authority level to mitigate risk and compliance- Works collaboratively with others to achieve team goals. Shares own knowledge, ideas and experience with others - Models and maintains a positive, enthusiastic and optimistic attitude. Remains calm and controlled in all environments - Leads and advocates change when necessary, supporting positive outcomes from change, including supporting the team through change- Efficient with time management with a high attention to detail - Proven ability to resolve customer disputes and overcome objections in a professional and solution-based manner. Ability to manage difficult conversations, irate customers and escalations- Ability to identify and analyse key and factual information, developing a range of practical and effective solutions in a timely manner and within delegated level of authority and legislation- Building a high performing team by developing collaborative relationships in line with Suncorp values- Adherence to all the regulatory bodies in Australia- Delivery of agreed service agreements with internal customers and where applicable external customers- Work closely with the team to identify and recommend opportunities to improve the effectiveness and efficiency of Business support functions- In conjunction with the Operational Heads and Leadership Teams, decide which operational strategies and initiatives best support business goals and how they are to be implemented- Determining priorities amongst strategic and tactical initiatives- Maintain and promote communication channels with key stakeholders.- Identify and address training development needs of the team including customer service principles.- Drive projects and be part of the projects that are identified in the team- Conduct regular performance reviews and feedback to develop personal performance of direct reports.- Collaborate with the Suncorp Partnering Performance team to relentlessly deliver solutions that will serve evolving customer needs and drive an exceptional customer service culture.- Accountable for Team performance
Qualifications
Mandatory:- Graduate in any field - Minimum 3 years' of overall experience in a service industryInternal Candidate - Demonstrates people management skills and proven ability to coach for performance and influence peers-Strong in English - verbal, written communication and interpersonal skillsStrong sense of customer service excellence through previous customer facing role/s is highly desired - Self-driven and motivatedDesired Skills- Prior exposure in an Insurance Claims Handling voice process would be desirable- Excellent Communication Skills- Excellent Soft Skills- Proficient in MS-Office suite- Strong sense of customer service excellence through previous customer facing role/s is highly desired - Self-driven and motivated- Demonstrable evidence of initiative and collaboration in implementing process improvements and solving problems which have delivered commercial value or customer benefits;- Able to effectively lead and manage change within the team- Experience supporting an Australian client desirable
