WNS Global Services
Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, Travel and Hospitality
AssistantManager-ProcessTraining
Neural analysis suggests this role is
optimal for mid candidates.
“Assistant Manager - Process Training at WNS Global Services. Skills: Process training, Training delivery, Performance management. Accountable for New Hire training. Accountable for Nesting”
What You'll Achieve.
100% adherence; Improve Quality
Industry & Context.
Root cause analysis
Willing to work in 24*7 environment
What They're Looking For.
Must Have
Graduate in any stream, Excellent written and verbal communications in English, Willing to work in 24*7 environment, Strong Time Management Skills, Proficiency in MS office, Insurance Experience: +3 Years, P&C Insurance experience, +2 years in the training department
Nice to Have
Certifications will be an added advantage
What You'll Do.
Accountable for New Hire training
Accountable for Nesting
Accountable for Performance during a 30-60-90-day period
Responsible for BAU regular day-to-day work
Take directions from the training Manager
Design process training plans
Assess effectiveness of training material
Provide detailed updates on training batches
Conduct continuous follow with team
Conduct Refreshers based on QA error findings
Conduct Refreshers based on critical parameters
Conduct Training Need Assessment (TNA)
Provide training for BQ employees
Provide refreshers for BQ employees
Conduct certification programs
Conduct developmental workshops for auxiliary trainers
Review standard operating procedures
Revise standard operating procedures
Ensure adherence to training governance mechanism
Prepare training reports
Publish training reports
Maintain training reports
Prepare training dashboards
Publish training dashboards
Maintain training dashboards
Identify EWS (Early Warning Signals)
Create a coaching environment
End to end responsibility of training deliverables
Conduct interventions during training
Conduct interventions during nesting
Ensure all training reports shared on time
Ensure all training reports shared accurately
Conduct TNI (Training Need Identification)
Make changes in Process training plan
Make changes in pre-process training plan
Ensure floor agents go through monthly check
Ensure floor agents go through floor refreshers
Manage internal communication with peers
Manage internal communication with stakeholders
Manage internal communication with clients
Identify agent strengths
Identify areas of improvement
Provide work plan for improvement
Create intervention plan basis TNI
Create intervention plan basis RCA
Create intervention plan basis one to one coaching
Create intervention plan basis briefing
Create intervention plan basis classroom sessions
Create intervention plan basis on floor activities
Hiring candidates as per client requirement
Hiring candidates as per process requirement
How You'll Work.
Team & Collaboration
Internal communication with peers; Communication with stakeholders; Communication with clients
Communication Scope
Written communication; Verbal communication
Full Job 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: Accountable for New Hire training, Nesting and Performance during a 30-60-90-day period. Responsible for BAU regular day-to-day work. Take directions from the training Manager and execute deliverables. Design process training plans with input from clients. Assess the effectiveness of training material to be deployed for the KT program including the SOPs, Tracking and provide detailed updates on the progress of training batches. Conduct PKT and continuous follow with team to 100% adherence, Responsible for conducting Refreshers based on the QA error findings and critical parameters. Frequent calibration with QAs & Training Need Assessment (TNA) for employees in BAU Operations. Periodic follow up on BQ employees and providing training and refreshers for them to improve their Quality. Conduct certification programs & other developmental workshops for auxiliary trainers. Review and revise the standard operating procedures periodically or as agreed with the client. Ensure adherence to the training governance mechanism as outlined in Training Standard Document (TSD). Preparing, publishing and maintaining variou
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