WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact.
With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.
Lead large-scale BPM operations, ensuring operational excellence, client satisfaction, financial performance, and continuous improvement. Manage multiple processes/accounts and build high-performing leadership teams.Key ResponsibilitiesLead end-to-end operations across multiple processes/accounts, ensuring SLA, KPI, quality, and productivity targets.Manage senior operations leaders and large teams; drive performance, engagement, retention, and succession planning.Own client relationships, governance reviews, escalations, and service delivery.Drive revenue, cost optimization, productivity, and margin improvement.Lead process transformation, automation, analytics, and continuous improvement initiatives.Ensure compliance, risk management, business continuity, and operational governance.Support transitions, migrations, account expansion, and new business opportunities.Requirements15+ years of BPM/BPO/shared services experience.Proven experience managing large-scale, multi-process operations.Strong client management and executive communication skills.Experience with P&L, workforce management, transformation, and process improvement.Bachelor's degree required; MBA preferred.Key CompetenciesStrategic Leadership | Client Management | P&L Management | Operational Excellence | Transformation | People Leadership | Data-Driven Decision Making
Bachelor's degree required; MBA preferred.
Job description provided by WNS.
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