The posting
Company Description
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.
Job Description
The WFM Senior Group Manager will work alongside the WFM General Manager to provide effective workforce planning services tailored to the requirements of their account portfolio, accommodating client and operational nuances across global regions.As the leader of a globally dispersed Planning team, the role is accountable for client relationships, operational alignment and delivery in accordance with the WNS central services operating model. The leader will build and manage a robust planning capability that delivers optimal outcomes for clients, Operations and employees.The role requires strong technical WFM and planning expertise, including the ability to develop and quality assure planning tools, processes and services. The leader will also coach, mentor and develop the Planning team while working closely with Operations, Account Management and other stakeholders across geographies. Strong analytical capability is essential to interpret complex data and translate insights into effective workforce decisions.Key Responsibilities:• Act as the primary WFM Planning contact and accountable leader for assigned accounts, balancing client satisfaction, Operations engagement, employee experience, margin assurance and a positive WFM culture.• Define and support estate and workforce strategies that optimize site utilization, skill deployment and people movement across locations, aligned with financial, commercial and people objectives.• Design and implement people-first shift strategies that balance employee needs, operational requirements and cost effectiveness through close collaboration with Client Planning, Operations, Recruitment and Training.• Ensure accurate and timely capacity planning, site/seat requirements, recruitment plans, training plans and effective communication of plans, actions, risks and progress.• Drive end-to-end Planning processes from client demand through Forecasting, Capacity Planning, Scheduling and on-the-day delivery, with effectiveness measured through margin, schedule fit, operational conformance/adherence and stakeholder engagement.• Own Planning production and delivery, tracking budget and planning assumptions against actuals. Identify deviations early and agree corrective actions with Operations, Finance and Client Planning, including skill redeployment, overtime, shift changes and unplanned ramps.• Understand contractual KPIs and ensure appropriate workforce plans, governance and team alignment are in place to support delivery.• Develop Planning teams across analytics, process improvement, communication, influencing, stakeholder management and cross-functional working. Coach and mentor team members and create opportunities for career growth.• Promote a “one team” culture by aligning client, Operations and WFM objectives, removing functional barriers and encouraging cross-functional collaboration.• Own performance outcomes from Ways of Working and Account Health Check methodologies, partnering with the WFM General Manager to ensure consistent, effective and industry-leading processes, tools and governance.• Contribute to global estate design and resource-location decisions to support commercial, people and quality objectives.• Identify and drive continuous improvement through analysis of operational data, trends and Client/Operations feedback, acting as an integral partner to Operations and Client leadership teams.• Stay current with industry trends, technology and best practices across Workforce Management, Planning and Delivery.• Undertake additional duties and responsibilities that are reasonable and appropriate to the role.
Qualifications
• Graduate with minimum 10-13 years of extensive experience in WFM covering all verticals and proven record to take more responsibility.• Strong planning knowledge, someone people want to be involved, approachable, passionate about our customers’ great service and their work.• Experience of continually improving your team’s ability to deliver the best customer service.• Strong verbal and written communicator with good attention to detail • Excellent understanding of internal systems and departmental procedures• Strong team player, with the ability to contribute and challenge yourself and the team• Ability to read contractual documentation and schedules, turning this into the appropriate reporting deliverables that meet this contractual obligation.• Understanding of commercial framework and how this translates into daily practice, maximizing revenue and mitigating risk.• Ability to interact at all levels within the business and to clearly present the Planning functions into laymen’s terms, adapting this to suit different audiences.• Problem Solver with strong technical understanding and capability on planning tools, calculations and services across the planning cycle.• Experience working effectively within a Planning/Real Time environment sharing knowledge & learning openly and honestly.• Experience in understanding WFM & reporting tools and interpretation of KPIs how these need to be displayed and reported • Effective decision maker with demonstrable business acumen with strength in data management and operational reporting• Clear confident and concise communicator with strong influencing skills and able to educate our people on the role the planning team plays if the business and gain buy in for change when required.• Willing to travel when required to meet clients & OPS teams• Flexible attitude and ability to work to tight timelines and in a dynamic environment without losing sight of priorities when required.• Excellent understanding of statistical concepts.
