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
Staff engagement in an environment that is structured and repetitive Building a high performing team by developing collaborative relationships in line with Suncorp values Adherence to all the regulatory bodies in Australia Achievement of agreed performance targets set by the business 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 Facilitate an environment of continuous improvement 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. Ensure that quality assurance targets are met and that the teams are always compliant. Identify and address training development needs of the team. Allocate and manage workflows within the team. Manage all staff metrics including unplanned leave, leave tolerance, staff turnover. Conduct regular performance reviews and feedback to develop personal performance of direct reports. Deliver understanding of principals of customer service to all team members across all brands. Handle escalations Provide inputs on process and system to the team members Client Interaction, where required at the level of Supervisor Ensure compliance with internal policies and procedures, external regulations and information security standards Regular ‘Stand ups’ to ensure the right things get done Accountability for Team performance
Qualifications
Graduate (any stream) with greater than 2 years of overall experience Prior exposure in an Insurance Claims Handling voice process would be desirable.
