Deputy Manager - Process Train

About the role

WNS Philippines, a global Business Process Management provider with more than 8,000 employees across four cities, is hiring a Deputy Manager for its Process Train team covering accounts in the Philippines. The role leads and mentors the team and works closely with vertical leads on project development.

Key responsibilities

• Lead and mentor the CCT team for accounts in the Philippines
• Work with vertical leads to give input on development areas for projects and provide real-time support to project teams
• Prioritize projects, give improvement feedback and manage multiple teams and locations through KPIs
• Act as a consultant for operations, identify process improvement and quality initiatives and analyze data to suggest revenue-growth measures
• Maintain vertical hygiene by keeping reports, data and documents in place
• Create SOPs to promote standardization and promote behavioral training programs
• Analyze data and suggest measures to improve revenue generation for the function

Required profile

• Prior experience in Communication, Cultural, Soft Skills and V&A training, both as facilitator and team lead
• Experience leading strategic initiatives to improve business metrics such as CSAT, NPS and CES
• Sound, highly proficient English
• Knowledge of hiring tools, CEFR scale, Train & Hire and pre-process training in the BPO industry
• Graduate level

Required skills

• Leadership, organizational and project management skills
• Excellent communication and motivational skills
• Instructional design and knowledge of various training methodologies
• Good to have: Articulate, Vyond and Adobe Suite for e-learning content