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Senior Group Manager – Transactional Quality
11 months ago
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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.
- Lead Next Gen Shared Services Quality Organization by consistently Raising the bar on service delivery standards and enable low risk and zero surprises BAU
- Develop a high performing team supporting Accounts and provide exceptional quality assurance services to WNS clients
- Drive and improve efficiency leading to better operating margins with strong focus on governance timelines and risk management
- Redesign and deploy sampling and stratification strategy based on Compliance checks Financial processes volume and Value mix Errors Customer priorities and Agent performance
- SLA baselining predictive SLA monitoring and reporting
- Provide thought leadership creative solutions and leverage problem solving techniques to drive continuous improvement
- Serve as an integral part of the enterprise ecosystem by participating in strategic projects RFPs Client visits Digitalization of Quality Assurance Delivery embed Digital tools to strengthen audit mechanism and control framework
- Provide meaningful business insights to all stakeholders in-depth statistical analysis defects exceptions and trends leading to performance enhancement and client experience
- Demonstrate Leadership Behaviors example:
- Enterprise Thinking Effective and Quick Decision Making
- Making Collaboration Essentia
- Foster a spirit of continuous learning and collaboration across teams