Senior Group Manager - Operations Healthcare - REF87971Z - PH

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Philippines - Established in 2008, WNS Philippines has been delivering the full spectrum of BPM services – in customer interaction services, finance and accounting, research and analytics, technology solutions and industry-specific businesses for more than 10 years. With more than 8,000 employees spread across 11 sites located in 4 key cities, Quezon City, Pasig City, Muntinlupa City, and Iloilo City – WNS is one of the fastest growing centers in the country.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and enjoy wide variety of best in class benefits, Also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Experience in US Healthcare Clinical Operations - USRN/PHRN License Mandate

• Manage a team size of 100-200 and up with multiple Lines of business
• Reporting of data and metrics to the General Manager for their respective Business Unit
• Strong management skills, with a proven ability to motivate, lead and develop the team at a contact centre
• Can provide evidence of when and how excellent customer services was delivered
• Works in partnership with internal and external teams to deliver focused customer strategies
  Prepare client status reports and participate in client's reviews
• Point of Contact to the client and manages process escalations from beginning to resolution
• Good understanding of the operational drivers behind what drives great customer experience
• Experienced in change management and can demonstrate improvements on the back of implementation
• Coaching and feedback, responsibility for delivery of the defined complaints management process
• Contribute for the initial hiring and selecting process of team members
• People Management, including all HR related issues, feedback, appraisals as well as staff development
  Motivation and Engagement, leadership of the team and developing future leaders
• Ensure resource optimization
• Sound operational strengths- Capacity Planning and Resource Management, Travel readiness, etc
• Assist in preparation of offshore training strategy in terms of training methodology, duration and desirable outcomes
• Strong retention and Employee engagement strategies

Preferred (USRN/PHRN)