Assistant Manager - Operations

The Assistant Manager - Operations at WNS is responsible for ensuring customer satisfaction, improving overall efficiency, and lowering abandonment rates. They lead and motivate agents, collaborate with various departments, analyze operational practices, conduct regular meetings, and create a culture of compliance and integrity. Their goal is to enhance service operations and achieve exceptional customer service.

To apply for the Assistant Manager - Operations position at WNS, candidates should have a minimum of 2-3 years of experience in customer service environments, previous leadership experience, and prior experience in Healthcare Services. Excellent verbal and written communication skills, effective analytical skills, and the ability to manage multiple projects are also required.

WNS believes in structured career paths and provides coaching and mentoring for Assistant Managers. The company focuses on role clarity and fosters a continuous learning environment to ensure that employees can develop professionally and reach their full potential within the organization.

At WNS, the work environment is dynamic and collaborative. As an Assistant Manager - Operations, you'll work in a supportive atmosphere that emphasizes teamwork and communication. The organization encourages a culture of compliance and ethics, where employees can thrive and achieve business objectives together.

Yes, prior experience in Healthcare Services is a requirement for the Assistant Manager - Operations role at WNS. This experience ensures that candidates are familiar with medical terminology and can effectively engage with various stakeholders in the healthcare arena.

In my experience, ensuring customer satisfaction starts with understanding the needs of both customers and employees. By developing strong relationships and maintaining open lines of communication, I can strategically address issues and implement improvements that cater to enhancing the customer experience.

During my previous role, I led a team through a challenging project with tight deadlines. By effectively delegating tasks and providing support where needed, we completed the project ahead of schedule while also maintaining high morale and team cohesion.

I utilize key performance metrics to assess our operational practices. This involves gathering and analyzing data to identify bottlenecks and opportunities for improvement, followed by implementing actionable strategies to enhance efficiency and service delivery.

I believe in fostering a culture of recognition and accountability. By setting clear expectations and celebrating small wins, team members feel acknowledged and motivated to push towards their goals. I also encourage ongoing feedback and development opportunities to inspire growth.

I approach conflicts with an open mind, encouraging team members to express their viewpoints. I facilitate discussions to find common ground, aiming for solutions that uphold team harmony. My goal is to foster an environment where everyone feels heard and valued.

I advocate for a structured recruiting process that includes clear job descriptions and competency assessments. During interviews, I look for individuals who not only possess the required skills but also align with our company values and culture.

Collaboration is essential. I regularly consult with HR, Training, and Quality Assurance teams to ensure alignment with our operational goals. This approach fosters multi-departmental synergy and helps us achieve broader organizational objectives.

I measure success through established KPIs that reflect our service level agreements. Regularly reviewing performance data allows me to identify trends, celebrate successes, and address areas needing improvement efficiently.

Empathy stands out as the most critical quality for an Assistant Manager. Understanding the perspectives of both team members and customers allows me to make informed, compassionate decisions that benefit everyone involved.

I lead by example, demonstrating integrity and compliance in all interactions. I invest time in training sessions that highlight the importance of ethics, ensuring every team member understands their responsibilities and the company's standards.