Svp - Client Services

Company Description

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. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.

Retail, CPG and Manufacturing

Market saturation, product commoditization, rising costs and the sheer explosion in the number of customer channels, coupled with increasing power brands from mega retailers, are forcing the Consumer-Packaged Goods (CPG) companies to relook at their business models. Global expansion is imperative to survival and growth for these companies, but makes the supply chain increasingly complex and prone to disruption. Growing price sensitivity and demand for a consistent personal brand experience across all channels is changing the focus of marketing strategies in these companies.

WNS’ end-to-end Business Process Management (BPM) services leverage industry best practices and latest technologies like robotic process automation, digital, Cloud and predictive analytics in delivering future-ready solutions to CPG companies. Many globally leading consumer brands partner with WNS for outperforming competition with smart, agile and flexible solutions.

The Team you will be part of

The SVP Client Services will be a member of leadership team and report into the Business Unit Head. You will be part of highly motivated, driven and high performing team.

Who We Are Looking For

Our client partners are the advocate of our client and typically are industry sector SME’s. They are at the forefront of engaging with our clients to understand their business challenges and develop solutions to drive business improvement and transformation. This will achieve strong account penetration with the client and long-term revenue growth for WNS. The client partner will be a member of the sales and account management leadership team at WNS as well as the specific business unit in which the client falls, reporting either to a Practice Leader or Business Unit Leader. The client partner will have overall responsibility of ensuring a high level of governance of client relationships.

SPECIFIC RESPONSIBILITIES:

• To drive revenue growth by creating and championing high-value propositions for the client.
• Execute the client partner charter effectively i.e.
• Ensure communication to WNS Senior Management of key developments with the client
• Negotiate and manage all commercial matters
• Ensure awareness of all offerings and capabilities.
• To manage the overall client relationship
• To “walk the floor” of the client ensuring a high degree of visibility of WNS and understanding of client issues and overall objectives. Ideally a client partner will have a security pass to access the client building and be seen as part of the client’s leadership team to some extent.
• To have business oversight of multiple relationships across client stakeholders from all aspects including the WNS account and operational delivery teams.
• Own and ensure the cadence of client governance.
• Drive transformation agenda with client.
• Act as the client advocate and trusted advisor to ensure that solutions are developed to resolve the client’s business challenges through leveraging WNS’ expertise and capabilities. In particular being able to have meaningful business conversations with a client executive level audience is considered critical to the client partner role.
• Managing clients visits and accompanying them to WNS delivery centers as and when required.
• Manage all reference requests from the client for targeted new clients, analysts and advisors.

• Governance Framework: Establish and run the contractual governance forums within the client.
• Flash Reports: Issue a fortnightly update on recent activity and client engagement
• Account Plan: Create and maintain an up to date account plan for assigned clients.
• CRM Discipline: Ensure that sales opportunities are managed and updated on WNS CRM on a timely basis

SKILLS/QUALIFICATIONS/BACKGROUND:

• Excellent presentation skills: Strong attention to detail
• Client relationship management
• Demonstrable track record of growing business relationships through initiative, creativity and motivation to surpass challenging performance goals.
• Solid understanding of business models and their drivers
• Career spanning minimum 15 years plus ideally to include:-
• Strong interpersonal skills, able to build rapport and credibility quickly with an executive-level audience
• Negotiation skills with a strong commercial acumen
• Retail. CPG, Manufacturing Industry, Proven Client Management skills
• Strong Retail/CPG domain knowledge – industry SME
• High degree of emotional intelligence & Strong self-motivation
• BPM/Outsourcing/Offshoring experience
• Influencing skills, Entrepreneurial spirit & Relationship builder