Senior Group Manager - WFM

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

The WFM Senior Group Manager is responsible for leading workforce planning services across a portfolio of accounts, ensuring solutions align with client requirements, operational objectives, contractual commitments, and regional business needs. The role leads a globally dispersed WFM team and acts as the primary interface between Operations, Client Planning, Recruitment, Training, Finance, and Account Management teams.The incumbent will be accountable for delivering effective workforce strategies that optimize service delivery, employee experience, operational performance, and business profitability. This includes forecasting, capacity planning, scheduling, resource optimization, and planning governance across assigned accounts.Key ResponsibilitiesServe as the primary WFM leader for assigned accounts, balancing client satisfaction, operational engagement, planner development, margin assurance, and employee work-life balance.Develop and execute workforce strategies covering capacity planning, site utilization, skill alignment, resource movement, recruitment planning, training planning, and shift strategy design.Deliver accurate workforce plans and ensure effective communication of plans, risks, actions, and progress to key stakeholders.Support end-to-end planning processes from client demand through forecasting, scheduling, and operational delivery, ensuring alignment with business and contractual objectives.Track planning assumptions, actuals, and risks, proactively identifying deviations and partnering with Operations, Finance, and Client teams to implement corrective actions.Ensure workforce plans support delivery of contractual KPIs, service levels, productivity, and financial targets.Lead, coach, and develop planning teams, strengthening capabilities in analytics, stakeholder management, communication, process improvement, and workforce planning best practices.Foster a strong 'one-team' culture, encouraging collaboration across WFM, Operations, and Client teams.Drive governance, planning standards, account health reviews, and continuous improvement initiatives in partnership with WFM leadership.Analyze business trends, workforce data, and client feedback to identify opportunities for improving efficiency, service delivery, employee experience, and profitability.Contribute to estate and location planning strategies to ensure optimal resource deployment across global operations.Stay current with industry trends, workforce management practices, and planning technologies.Perform additional duties as required to support business objectives.Key Skills & ExperienceStrong experience in Workforce Management, including Forecasting, Capacity Planning, Scheduling, and Real-Time Management.Proven leadership experience managing multi-site or global WFM teams.Strong analytical, problem-solving, and decision-making skills.Excellent stakeholder management and communication skills with the ability to influence senior leaders and clients.Experience in workforce planning governance, process improvement, and operational performance management.Ability to balance client expectations, operational requirements, employee engagement, and commercial objectives.Demonstrated coaching, mentoring, and team development capabilities.

Qualifications

• Graduate with minimum 10-13 years of extensive experience in WFM covering all verticals and proven record to take more responsibility.• Strong planning knowledge, someone people want to be involved, approachable, passionate about our customers’ great service and their work.• Experience of continually improving your team’s ability to deliver the best customer service.• Strong verbal and written communicator with good attention to detail • Excellent understanding of internal systems and departmental procedures• Strong team player, with the ability to contribute and challenge yourself and the team• Ability to read contractual documentation and schedules, turning this into the appropriate reporting deliverables that meet this contractual obligation.• Understanding of commercial framework and how this translates into daily practice, maximizing revenue and mitigating risk.• Ability to interact at all levels within the business and to clearly present the Planning functions into laymen’s terms, adapting this to suit different audiences.• Problem Solver with strong technical understanding and capability on planning tools, calculations and services across the planning cycle.• Experience working effectively within a Planning/Real Time environment sharing knowledge & learning openly and honestly.• Experience in understanding WFM & reporting tools and interpretation of KPIs how these need to be displayed and reported • Effective decision maker with demonstrable business acumen with strength in data management and operational reporting• Clear confident and concise communicator with strong influencing skills and able to educate our people on the role the planning team plays if the business and gain buy in for change when required.• Willing to travel when required to meet clients & OPS teams• Flexible attitude and ability to work to tight timelines and in a dynamic environment without losing sight of priorities when required.• Excellent understanding of statistical concepts.