Sr. Group Manager - Healthcare - Philippines
WNS
Iloilo City, Philippines
3d ago

Company Description

WNS Global Services Inc. (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.

Globally, the group’s over 44,000+ Professionals serve across 60 delivery centers in 16 countries worldwide.

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 including free HMO coverage for self and dependent from Day 1;
  • 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

  • Process management-Responsible for management and coordination of overall operations, SLA delivery across all processes, quality and general administration for a new Healthcare account that includes Non-clinical functions.
  • Client interaction- Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores.
  • Manage conference calls / other communication with the client and build a rapport with key client contacts.
  • Team Management and People Development -Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching / feedback wherever required, Support Learning and development initiatives, Coaching and counseling, staff motivation retention programs.
  • Effectively implement rewards / recognition, appraisal & Incentive programs. Create cross-functional teams to encourage team building.

  • P and L accountability.
  • Farming, supporting new business initiatives.
  • Internal co-ordination with Projects and EU’s to meet SLA standards.
  • Transitioning support.
  • Responsible for ensuring the infrastructure utilization is done keeping in view the business requirements / new process migrations.
  • Qualifications

  • Total 12-14 years’ experience in ITeS industry
  • Should have managed a team size of 300-400 employees in a third party environment

  • Preferred : Experience within the Healthcare domain with prior experience in both Clinical and Non-Clinical functions
  • Solid operations management experience.
  • Experience working in milestone and deadline driven environment
  • Familiarity with the WNS organization and ability to liaise with different departments and business owners as required.
  • Ability to influence leadership, work with people and drive towards common solutions and issue resolutions.
  • Experience coaching team leaders and working teams in delivering their projects.
  • Experience in Quality Management
  • Excellent communication and presentation skills.
  • Good numerical and analytical ability.
  • Proven business acumen
  • Familiarity with IT and experience in liaising between business and IT
  • Should be willing to travel within and outside Philippines for operational and client meetings
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