Operations, Not Optional:
Mainstreaming the Agile Way of Working in BPM Where It Was Never Tried Before

Agile is often confined to tech or product-led teams. At WNS, we dared to go beyond the norm. In a domain traditionally ruled by rigid SOPs and transactional execution, we challenged the status quo by infusing Agile and Lean into the very core of BPM operations, a pioneering shift in the industry. This Session presents a real-world success story of how a small, focused Agile CoE team of 5-6 members enabled over 14,000 associates and nurtured 400+ Lean Agile Champions, transforming operations at scale across verticals. From building a customized playbook to rolling out grassroots programs like LAC, LAMA, and DMOF, we’ll showcase how Agile in operations can be sustainable, scalable, and impactful - making WNS the first among peers to implement Agile at scale within BPM operations