WNS Global Services
Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, Travel and Hospitality
AssistantManager-ProcessTraining-REF103621L_2026255700(ProcessTraining-ExcellentCommunication-TeamHandlingExperience)
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“Assistant Manager - Process Training - REF103621L_2026255700 (Process Training - Excellent Communication - Team Handling Experience) at WNS Global Services. Skills: Process Training, Training Management, Performance Improvement, Stakeholder Management. Manage new hire training. Manage nesting”
What You'll Achieve.
Improve Quality for BQ employees; Manage throughput; Manage certification; Manage early production performance
Industry & Context.
Root cause analysis; Quality improvement
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 training department
Nice to Have
Certifications will be an added advantage
What You'll Do.
Manage new hire training
Manage performance during 30-60-90 days
Execute BAU day-to-day work
Take directions from training manager
Design process training plans
Assess training material effectiveness
Track training progress
Provide training updates
Ensure 100% adherence
Conduct Training Need Assessment
Follow up on BQ employees
Provide training for BQ employees
Improve Quality for BQ employees
Conduct certification programs
Conduct developmental workshops
Review standard operating procedures
Revise standard operating procedures
Ensure adherence to training governance
Prepare training reports
Publish training reports
Maintain training reports
Prepare training dashboards
Publish training dashboards
Maintain training dashboards
Create coaching environment
Manage training deliverables
Manage early production performance
Conduct interventions during training
Conduct interventions during nesting
Share training reports
Conduct Training Need Identification
Make changes to training plan
Ensure floor agents go through monthly check
Ensure floor agents go through floor refreshers
Manage internal communication
Coordinate interventions during training
Coordinate interventions during nesting
Identify agent strengths
Identify areas of improvement
Provide work plan for improvement
Create intervention plan
Create one to one coaching
Create classroom sessions
Create on floor activities
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. 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 various training report
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