Deputy Manager - Operations

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.

• Display good communication skills in influencing and Leadership skills in delivering good partner and customer experience while interacting with the internal teams and customer • Manages customer orders from inception to close; provides pricing and delivery information; enters orders into SAP, confirms orders and delivery dates and follows up on all customer orders and inquiries while adhering to standard operating procedures.• Generates invoice corrections, submits corrective action requests and processes return authorizations.• Maintain accurate customer records and update CRM systems with relevant information. • Support, collaborate effectively with multiple teams across the business and communicate with the customers efficiently to deliver consistently high levels of service.• Identify and escalate complex issues to appropriate departments while maintaining ownership until resolution.• Collaborate with various teams across the business in identifying and giving resolutions to support tickets raised.• Work independently and as part of the Customer Support team handling multiple projects simultaneously from start to finish• Provide efficient and effective service to customers, ensuring all internal KPI’s are monitored and met. And that the question of the customers is answered politely or expectations are managed.• Take full ownership and accountability of the customers, to ensure that their enquiry is fully answered or if appropriate escalated to the relevant department or partners• Champions continuous improvement to drive efficiency and productivity through recognizing areas of potential improvements to enable a more efficient way of working.• Correctly and systematically use all systems / tools and support provided by the organization according to the situations encountered in order to advise and service the customers.• Prior experience in customer service and sales • Ability to put yourself in the shoes of the customer and see the whole journey• SAP (or other ERP systems) and Salesforce experience a plus.• Shows the ability to liaise across a wide range of people and roles including management, partners and customers• Ability to trouble basic technical issues • When encouraged, I can think ‘outside of the box’ and courage to challenge the ‘norm’• Strong attention to detail• Strong written communication skills• Shows ability to work under pressure• Good track record in a fast- paced environment• Adapts to change and prepared to learn from others• Flexible and adaptable with a 'can do' attitude• 9x5 work environment – Rotational shifts as per Geo served – US and EMEA• Passion for customer service & great listening skills.• Strong problem-solving skills • Excellent time management • Confident and articulate. • Results driven and self-motivated• Typing speed minimum 30 wpm

• Bachelor’s or Master’s degree in Accounting, Commerce or Customer relationship management• Strong understanding of accounting principles (GAAP/IFRS).• Proficiency in ERP systems (SAP, Oracle, NetSuite, or similar) and Microsoft Excel.• Excellent communication, negotiation, and stakeholder management skills.• Analytical mindset with attention to accuracy and detail.• Ability to meet tight deadlines and handle high-volume transactions.• Exposure to shared services or multinational environments preferred