Assistant Manager - Operations

Company Overview

WNS, a Capgemini company, is a leader in intelligent operations and transformation powered by Agentic AI. It supports over 700 clients across 10 industries such as Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. By blending deep domain expertise with AI-driven platforms and analytics, WNS helps businesses innovate, scale, and build resilience amid disruption. With operations spanning 13 countries, 65 delivery centers, and more than 66,000 staff, WNS delivers impactful and sustainable business results.

Role Overview

The Assistant Manager in Operations manages a team of around 30 staff, overseeing daily workflows, and maintaining close communication with clients to ensure contractual commitments are fulfilled. The position involves working in a 24/7 environment with rotational shifts, including split weekly offs and a 5-day workweek.

Key Responsibilities

• Lead and manage a team of approximately 30 employees, ensuring smooth daily operations.
• Monitor and drive team performance including KPI tracking, reporting, managing absenteeism, and attrition.
• Handle customer feedback and queries with a positive and proactive approach.
• Communicate regularly with clients to meet contractual deliverables and expectations.
• Demonstrate strong leadership and people management skills.
• Apply knowledge of organizational effectiveness and operations management.
• Maintain professional standards and adherence to ethical workplace conduct.
• Adapt to changing business requirements and foster a collaborative work environment.
• Pay close attention to detail, ensuring accuracy in all tasks.

Qualifications and Requirements

• Graduate degree is mandatory.
• Minimum two years of experience in a team leadership or managerial role.
• Proven international BPO experience is essential.
• Strong skills in Excel for reporting and governance tasks.
• Ability to manage attrition and maintain an engaged workforce.
• Capacity to work effectively under high-pressure, fast-paced, and unpredictable environments.
• Excellent verbal and written communication skills.
• Proficiency with computer applications including Excel, Word, Outlook, and Access.
• Strong governance, follow-up skills, and real-time directive adherence.
• Capacity to maintain transparent communication with direct reports, subordinates, and senior management.

Work Conditions

Role requires availability to work rotational shifts in a 24/7 operational environment with 5 working days per week and split weekly offs.