Senior Group Manager

hace 3 semanas

San José, San José, Costa Rica WNS Denali A tiempo completo
Company Description
WNS (Holdings) Limited is a global Business Process Management (BPM) leader. WNS offers business value to over 400 global clients by combining operational excellence with deep domain expertise in key industry verticals, such as Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

WNS Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable. They are present in more than nine countries across North America, South America, and Europe, serving industries like Retail and Consumer Packaged Goods, and Insurance. The region boasts strong socio-political factors, including political and economic stability, the highest literacy rate in the region, and a significant young and educated population with a strong multi-lingual presence in English, French, Portuguese, Spanish, etc.

Why Join Us?At WNS, the mission is to enable clients to outperform with a passion for service and innovation. At the core of each client engagement is the pursuit to understand the client's business and create impactful solutions that drive agility and excellence into their business processes. The promise of outperformance comes from deep domain expertise, a partnership approach, and a global delivery network.

As an organization, the mission is guided by CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence. Employees are promised role clarity, coaching and mentoring, professional development, and a structured career path through the 5 people promises, with the employee experience at the core.Job Description

Scope and Performance:

  • Provide leadership to the delivery team from a process, quality, and performance perspective
  • Manage and Develop Team
  • Farm new Business Opportunities
  • Deliver Sold Scope and Performance
  • Assist delivery leaders to setup and manage the central project queue, assign projects to team members
  • Assist clients with rolling out procurement programs, including change management, communication strategy, and business process improvement initiatives
  • Act as the first point of escalation with the team and client, communicating and resolving operational issues
  • Ensure the client engagement is executed successfully per contract requirements
  • Balance client requests against Denali's interests
  • Provide leadership and consultation on strategic projects with high importance and visibility within the client
  • Meet with the client program management team on a weekly basis and lead operations discussions
  • Prepare and track metrics reporting for the program
  • Lead process improvement discussions to enhance operations and communicate changes to client and delivery teams
  • Ensure client specific processes and exceptions are documented in a category strategy and other available Intellectual Capital (IC). Take initiative to develop templates and job aids to improve efficiency and effectiveness of Denali processes
  • Determine resource capacity of the delivery team needed to support client requirements and work with operations to implement
  • Arrange and coordinate training & development needs of the team on client specific processes and requirements
  • Listen for the needs of the client business groups and kick off conversations and introductions with our growth team to expand account scope and revenue

Knowledge, Skills and Abilities

  • Strong consultative skills, including change management, program management, business process improvement, sourcing methodology, eSourcing technology, RFX development and management, communications management, and marketing internal programs
  • Mastery of client specific processes, terminology, political environment, systems and unique requirements by various business groups
  • Strong customer service orientation
  • Excellent written and verbal communication skills both internally and with client stakeholders and the supplier community
  • Negotiation skills
  • Excellent project management skills including project planning, time management, multitasking, critical path definition
  • A strong leader and a team player
  • Solid decision-making ability using available facts in sensitive client situations
  • Excellent problem-solving ability
  • Ability to manage multiple projects and initiatives simultaneously
  • A strong business acumen and P&L experience on a program level
  • Ability to develop and implement processes across multiple programs to create consistency and efficiencies

Qualifications

  • Master's Degree
  • 8 to 15 years of work experience in operational, program management, consulting role
  • Prior management experience of up to 10+ people on a project level
  • 5+ years' experience in procurement processes
  • Experience in service delivery

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