Engagement Officer

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 Role Purpose

The Employee Engagement Officer is responsible for designing and executing engagement strategies that enhance employee experience, strengthen organizational culture, and support retention and morale in a fast-paced BPO environment.

The role partners closely with Operations, HR, and Training teams to translate employee feedback and engagement insights into targeted initiatives that improve team morale, retention, and performance.

Key Responsibilities

Employee Listening & Insights

• Manage employee listening mechanisms including pulse surveys, focus groups, floor walk sessions, and feedback forums.
• Analyze employee sentiment and identify key drivers of morale, engagement, and attrition.
• Present engagement insights and recommended interventions to site leadership and operations managers.
• Conduct structured listening sessions with new hires and tenured employees to identify experience gaps across the employee lifecycle.

Engagement Programs & Culture Initiatives

• Design and execute engagement campaigns that promote a positive and inclusive workplace culture.
• Organize site engagement initiatives such as town halls, recognition ceremonies, wellness programs, and cultural events.
• Ensure engagement activities align with organizational values and reinforce desired behaviors and performance standards.
• Maintain strong floor presence to build relationships with employees and gather real-time feedback.

Recognition & Motivation Programs

• Develop and manage employee recognition and reward programs that reinforce company values and operational excellence.
• Partner with managers to implement consistent recognition practices across teams.
• Monitor participation and effectiveness of recognition initiatives and recommend improvements.

Operational Partnership

• Collaborate closely with Operations leaders, Team Leaders, and HR partners to implement localized engagement action plans.
• Support managers with engagement toolkits and best practices to strengthen team culture and morale.
• Partner with Training teams to embed engagement touchpoints during onboarding, training, and early tenure stages.

Inclusion & Employee Communities

• Facilitate and support Employee Resource Groups (ERGs) to promote inclusion, belonging, and employee voice.
• Encourage participation in initiatives that strengthen diversity and workplace community.

Metrics & Continuous Improvement

• Track engagement metrics such as survey results, participation rates, recognition program usage, and retention indicators.
• Evaluate the effectiveness of engagement initiatives and recommend improvements based on data and employee feedback.
• Provide regular engagement reports to leadership highlighting trends, risks, and improvement opportunities

Success Measures

The effectiveness of the Employee Engagement Officer will be evaluated based on:

• Improvement in employee engagement survey scores
• Reduction in early tenure attrition trends
• Participation rates in engagement and recognition programs
• Employee feedback sentiment trends
• Adoption of engagement practices by operations leaders

Qualifications

Matric