Senior Group Manager - Operations

• Operational Performance: Oversee daily key performance indicators (KPIs) including service level, average handle time (AHT), first-contact resolution (FCR), customer satisfaction (CSAT), and occupancy. • People Leadership: Lead, coach, and develop a multi-tiered team of managers, supervisors, and hundreds of frontline reservation and customer care specialists. • Irregular Operations (IROP) Management: Coordinate customer recovery, reaccommodation strategies, and messaging during severe weather, system outages, or major network disruptions. • Workforce Management & Budgeting: Partner with WFM (Workforce Management) and finance teams on long-term forecasting, scheduling, capacity planning, and labor cost control. Grade 12 Minimum 5-8 Years experience at a Senior Leadership level Comfortable working US rotational Night Shift US Rotational Shifts 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.