Associate - Operations

Company Overview

WNS, now part of Capgemini, provides intelligent operations and transformation services powered by agentic AI. The company supports more than 700 clients across 10 industries, including banking and financial services, healthcare, insurance, shipping and logistics, and travel and hospitality.

Its approach combines domain expertise with AI-enabled platforms and analytics to help organisations innovate, scale, adapt, and stay resilient in a changing business environment. WNS operates across 13 countries, runs 65 delivery centres, and employs more than 66,000 people globally.

The organisation’s focus is to create lasting business value through intelligent, human-led solutions that deliver sustainable outcomes and measurable impact.

Role Summary

This position is responsible for handling operational tasks in line with defined process standards, quality expectations, and customer requirements. The role requires strong communication, accuracy, and the ability to manage customer interactions professionally.

Key Responsibilities

The selected candidate will need to follow the process-specific standard operating procedures, maintain monthly productivity and quality performance, and keep product knowledge current and complete.

• Follow the prescribed SOPs for the process without deviation.
• Consistently meet monthly productivity and quality benchmarks.
• Stay fully updated on product details and use that knowledge effectively.
• Ensure the information shared with customers is accurate and dependable.
• Understand the root issue and provide a suitable opening and closing response to the customer.
• Work in alignment with customer compliance requirements.
• Contribute as a team player and support both individual and team objectives.
• Write clear and professional emails in English.
• Read, interpret, and respond to customer queries correctly.

Required Qualifications and Experience

A graduate degree is required. A diploma or degree in the travel field is considered an advantage. Prior experience in an agency handling customer service and complaints is preferred.

Skills and Competencies

The role calls for strong spoken and written English, computer literacy, sound comprehension, logical thinking, and the ability to learn quickly. The candidate should also be customer-focused, adaptable, responsible, and comfortable working as part of a team.

Additional Requirements

• Good verbal and written communication skills.
• Ability to read between the lines and understand customer intent.
• Strong grasping ability and logical reasoning.
• Customer-centric approach with adaptability and accountability.