Senior Associate - Operations

Company Description

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

Job Purpose:To act as the central point of contact for employee attendance and availability, handling absence reporting, attendance records, and dependability-related interactions through structured call handling, accurate documentation, and policy-driven escalation.Key Accountabilities:• Handle centralized attendance desk activities including call/email triaging.• Record and update absence data accurately in Staff Admin and HR systems.• Support dependability meetings scheduling and documentation.• Assist with performance-related processes including accommodation and medical leave tracking.• Maintain accurate records, audits, and compliance documentation.• Coordinate with internal stakeholders and follow defined escalation protocols.• Ensure bilingual process awareness (English & French) and policy adherence.

Qualifications

Skills & Knowledge:• Graduate / Undergraduate with strong MS Excel skills.• High attention to detail and ability to work in time-sensitive environments.• Comfortable with outbound and inbound calling in a time-sensitive environment. Ability to follow defined workflows, compliance, and data security standards.• Prior exposure to workforce planning, scheduling, or airline operations preferred.Language Skills:English: AdvancedReal-time operational calls, staffing coordination, exception handling, and escalation discussions require confident, spontaneous communication with minimal misunderstanding.French: A2 to B1 – Elementary to IntermediateUnderstanding common operational terms and handling scripted or predictable interactions. Non-routine, complex, or disciplinary conversations will be escalated to designated bilingual or onshore support teams as per defined escalation protocols.