Group Manager - Operations

Company 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

Job Title: Operations Manager - (Sales Process)Department: Operations / Business Process Outsourcing (BPO)Reports To: Senior Operations ManagerLocation: [Gurugram, India]Employment Type: Full-TimeRole SummaryWe are seeking an experienced and results-driven Operations Manager to lead and scale our BPO sales delivery vertical. In this high-impact role, you will be responsible for driving revenue growth, optimizing sales conversion metrics, managing key client relationships, and leading a high-performing team of Assistant Managers, Team Leads, and Sales Associates. The ideal candidate possesses deep expertise in managing large-scale outbound/inbound sales campaigns, exceptional leadership skills, and a data-driven approach to operational excellence.Key Responsibilities1. Sales Performance & Revenue ManagementOwn and exceed client-defined Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and revenue targets.Monitor sales funnels closely—including conversion rates, average order value (AOV), customer acquisition cost (CAC), and pipeline velocity—to identify growth bottlenecks and implement corrective actions.Drive continuous performance improvements through targeted coaching, objection-handling workshops, and incentive program designs.2. Client & Stakeholder ManagementAct as the primary operational point of contact for enterprise clients, leading regular reviews, operational catch-ups, and Quarterly Business Reviews (QBRs).Translate client expectations into actionable floor strategies and ensure transparent communication regarding challenges, milestones, and strategic pivots.3. Leadership & People DevelopmentManage a large span of control, overseeing a multi-tiered leadership team (Operations Managers, Team Leaders, and 150+ Sales Representatives).Foster a high-energy, performance-driven, and engaging floor culture that minimizes attrition and maximizes employee engagement.Oversee training, upskilling, and career pathing frameworks in collaboration with the Learning & Development (L&D) team.4. Process Optimization & CompliancePartner with Quality Assurance (QA) and Compliance teams to ensure adherence to regulatory guidelines, sales scripts, and data security standards.Leverage advanced analytics and CRM tools (e.g., Salesforce, Zendesk) to track performance trends and automate routine operational reporting.Drive process automation and digital transformation initiatives to reduce cost-per-acquisition and enhance agent efficiency.Key Performance Indicators (KPIs)Metric CategoryTarget Focus AreaRevenue & SalesAchievement of gross/net revenue goals, conversion rate targets, and upsell/cross-sell quotas.Operational EfficiencyAdherence to staffing schedules, shrinkage control, and occupancy rates.Client SatisfactionCSAT, NPS, and client retention scores.People MetricsEmployee attrition rates, internal promotion velocity, and span-of-control optimization.Candidate Requirements & QualificationsEducation: Should be a Graduate or above in any streamExperience:Minimum of 10–12 years of progressive experience in the BPO industry, with at least 4–5 years in a senior leadership role managing large-scale Sales processes (B2B or B2C).Proven track record of managing operations with headcounts exceeding 150+ FTEs.Core Competencies:Exceptional command of sales metrics, forecasting models, and Coaching SkillsStrong expertise in CRM platforms, MS Office and Data AnalysisHigh emotional intelligence (EQ) with proven experience in conflict resolution, team motivation, and stakeholder management.Excellent communication, presentation, and negotiation skills.

Qualifications

Graduate