Assistant Manager – Operations at WNS (Holdings) Limited

Job Description

The Team Leader – Collections is responsible for supervising and guiding a team of collection agents to ensure effective debt recovery, strict compliance with regulatory standards, and consistent achievement of daily, weekly, and monthly targets. The role focuses on performance management, agent coaching, escalation handling, and maintaining a high-quality customer experience in line with client and organizational expectations.

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Key Responsibilities

1. Team Management & Performance Monitoring

• Lead, motivate, and manage a team of collection agents to achieve assigned targets and KPIs

• Monitor daily productivity and performance using dashboards, reports, and call audits

• Allocate workloads, plan schedules, and ensure adequate staffing coverage

2. Coaching & Development

• Conduct regular coaching sessions, one-on-one feedback, and performance reviews

• Identify skill gaps and develop action plans to improve agent performance

• Deliver training on communication, negotiation, compliance, and process updates

3. Collections & Process Management

• Ensure adherence to approved collection strategies, scripts, and procedures

• Review delinquent accounts and recommend appropriate actions based on risk and customer behavior

• Support escalated calls and provide resolutions for complex cases

4. Quality, Compliance & Governance

• Ensure compliance with regulatory requirements, data privacy standards, client guidelines, and internal policies

• Conduct call audits and quality checks to maintain accuracy and minimize errors

• Maintain documentation and ensure audit readiness for internal and client reviews

5. Reporting & Analytics

• Prepare daily, weekly, and monthly reports on team performance, collection efficiency, and process gaps

• Analyze trends and identify opportunities for continuous improvement

• Share insights with management and participate in operational review meetings

6. Stakeholder Management

• Collaborate with Quality, Training, Workforce Management, and other support teams

• Communicate process updates, changes, and client requirements clearly to the team

• Handle client escalations when required and ensure timely resolution

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Qualifications

• Matric (Grade 12)

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Education & Experience

• 2–4 years of experience in BPO collections

• Minimum of 1 year in a team leader or supervisory role preferred

• Experience in Utilities collections will be advantageous

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Skills & Competencies

• Strong knowledge of collections strategies, skip tracing, negotiation techniques, and repayment plans

• Excellent leadership, communication, and conflict-resolution skills

• Strong analytical, reporting, and problem-solving abilities

• Proficiency in MS Office (Excel, PowerPoint) and CRM/collections systems

• Ability to perform effectively in a fast-paced, target-driven environment

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This role is suited to experienced collections professionals with strong leadership capabilities and a results-driven mindset.