Team Leader with English - WFO

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.About WNS Romania:WNS Romania is a leading provider of end-to-end BPM solutions in Europe. We are strategic partner to our clients for delivering a full range of basic to complex business processes. We understand European business while maintaining a global context. We have stood by this statement since our inception in 2008.Our core capabilities are around German, Italian, Spanish, French, English languages across F&A, Procurement and Customer Service Interaction Services. We have over 11 clients and more than 450 employees across multiple industries like: Insurance, Travel & Leisure, Manufacturing, Market Intelligence, Music & Entertainment and Specialty Minerals. We are most admired for our people, partnership approach, performance and domain expertise. You will enjoy:• Bonuses for your results• A great office, a friendly atmosphere and a multinational environment• Wide range of development and training options (including soft skills and language courses)

The Team Leader is responsible for ensuring operational excellence, maintaining high-quality standards, and supporting the professional development of team members. This role requires strong leadership, effective collaboration with HR, and the ability to drive performance while fostering a positive and productive work environment.

Key Responsibilities:

 

• Ensure achievement of all contractual objectives and KPIs for the assigned process.
• Provide daily productivity reporting and maintain accurate operational metrics.
• Communicate all necessary information—written or verbal, individually or in team meetings—to enable the team to perform effectively.
• Conduct monthly, quarterly, and annual individual performance evaluations for each team member.
• Ensure all equipment and systems required for daily operations function properly and within expected parameters.
• Operate in full compliance with the Quality Management System (QMS).
• Perform quality control activities in accordance with established procedures.
• Ensure daily targets are met consistently.
• Provide constructive feedback to team members to maintain quality standards.
• Evaluate team performance and propose improvement initiatives.

2. Collaboration with HR

• Work closely with the HR team to identify suitable candidates for open roles within the team.
• Participate in the selection process and contribute to hiring decisions together with HR and direct management.
• Engage HR in matters related to attrition and support efforts to maintain low turnover.
• Monitor the onboarding and integration of new hires, reporting any issues occurring within the first 90 days.
• Prepare and manage disciplinary cases in alignment with HR procedures.

3. Training & Development

• Ensure regular execution of the Training Needs Identification (TNI) process to support individual development and business objectives while reducing attrition.
• Oversee the implementation of training programs according to the established schedule.

4. People Management

• Maintain and improve team satisfaction levels.
• Recognize and reward high-performing team members and those who contribute significantly to the project.
• Motivate and develop team skills to support continuous improvement.
• Encourage and promote team-building activities.
• Drive performance management by developing team capabilities to meet client-agreed performance indicators.
• Conduct or organize coaching sessions with each team member to support achievement of individual goals.

• Excellent client relationship skills, including experience working with management-level stakeholders.
• Strong critical thinking and analytical abilities.
• Clear and structured communication skills.
• Proven leadership, coaching, motivation, and people development capabilities.
• Advanced proficiency in English
• Process-oriented mindset with a strong customer-centric approach.
• Ability to manage unexpected situations effectively.
• Strong HR management and team facilitation skills.