WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Functional knowledgeFirst point of contact for client engagement / escalation management. Identify and work towards improvements projects resulting in process efficienciesCollectors:• Voice calling• Dispute Management• Customers account ReconciliationCash Applicators• Cash Application• Account reconciliation• Dispute Management• Voice Calling (not mandatory)• Dr and Cr clarity• Basic accounting knowledge• SAP knowledge preferredProcess improvement methodology: Has process improvement acumen.Account Management: • Knows the counterparts at client side and maintains a supportive and professional relationship with them• Maintains a communication channel to report regular issues and highlight the exceptionsCustomer Orientation• Ability to understand client expectations and requirements • Strives to adhere and improve performance on SLA's and deliverables to customer, including ownership of solution oriented, effective communication of issues raised, findings and proposed resolution• Ability to maintain relationships with relevant line manager / counterparts / StakeholdersTransition Management: Prior Transition experience is preferred.Customer Orientation:• Understands to the expectations from own role to ensure delivery on client expectations; delivers accordingly• responds to any changes, alterations, customer requests and escalates as required• Solution oriented, effective communication with customers on issues raised, findings and proposed resolution. • Is mindful of customer feedback, voice of customer - coordinates on action plans to address issuesAccountability: • Has complete clarity about expectations from self, measurable of the same and own role; delivers upon theseCollaboration & Teamwork• Understands and works towards the common goals of the organization rather than getting confined to own silo• Resolves conflicts at his / her level; escalates if required.• Displays good collaborative spirit• Does not resist change management• Addresses problems and finds solutions by working within and between WNS teams, including consultation with and/or escalation to other towers when required.Analytical Thinking & Problem Solving: • Identifies anomalies, errors, and aberrations in output• dives into problem areas to identify root causes and attempts to apply a range of contexts and scenario to identify possible causes of the aberrations and identifies solutions• Proposes and supports implementation of process improvementsCommunication skills• Participates actively in team meetings; articulates thoughts clearly• Listens with attention and builds own understanding• Demonstrates requisite verbal and written communication skills

Job Location: Pune (Viman Nagar)

Shift Timings: UK Shift (1:30pm-10:30pm) Should be ok with extended working hours.

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