Company Description 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.
Job Description Leads and co-ordinates the day-to-day operations of the NCR team(s) that supports the New Claim Review calls.? Actively motivate, develop, coach and engage team members to drive results and create a high performing team while showing genuine care in managing an environment of safety and wellbeing.? Hold team members accountable for performance against key metrics, including achievement of financial and efficiency outcomes, and manages underperformance.? Sets clear objectives and targets for the team, articulates clear link to the strategy to provide meaning and purpose to tasks.? Analyse relevant agent data and reports to identify trends to continuously drive an improvement in the business results of team members and department.? Delivery of agent coaching based on needs identified through analysis of agent data, audits and agent feedback.? To resolve queries, manage and solve roadblocks, including reporting IT Issues and keeping the Stakeholders and Management Informed.? To complete administrative tasks such as- workload distribution, attendance, leave regularization, schedule adherence, communication with team, One on One and any training or coaching required.? Collaborate with the Suncorp Home Claims Partnering team to relentlessly deliver exceptional customer service to deliver against Home Claims Strategy.? Lead and develop a diverse workforce, drive an inclusive culture, foster a team environment where people are accountable for safety and wellbeing.? Build a resilient, highly engaged/agile team, with a culture of simplicity, innovation and continuous improvement.? Adhere to Suncorp Group policies including but not limited to, delegated authority level to mitigate risk and compliance.? Monitor team performance and display a clear level of understanding of all performance reporting. Drives results to achieve service, efficiency, and timeframes SLAs within Home Claims teams.? Monitors, tracks and reports on own performance and progress. Actively seeks feedback and coaching on own performance and takes responsibility for self-development.
Qualifications ? Minimum 6 years' experience working in a service industry on an English-speaking contract unless promoted internally from within the Suncorp account.? Demonstrated people management skills with evidence of achieving or exceeding operational targets and SLAs.? Demonstrated effective coaching experience, with measurable capability improvement in coaching subjects.? Intermediate Microsoft Office Suite