Senior Group Manager - Transctional Quality - Travel
WNS Global Services Pvt Ltd
Work from Office
Full Time
Min. 12 yearsJob Description
Senior Group Manager - Transctional Quality - Travel
Company Description
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.
Job Description
Job Purpose and Role
Lead 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU
Primary Duties & Responsibilities
- Lead and develop a high-performing team supporting Account/s and provide exceptional quality assurance services to WNS clients
- Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
- Redesign & deploy sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
- SLA baselining, predictive SLA monitoring & reporting
- Provide thought leadership, creative solutions & 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 & control framework
- Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience
- Demonstrate Leadership Behaviors (e.g. Enterprise Thinking, Effective and Quick Decision Making, Making Collaboration Essential)
- Foster a spirit of continuous learning & collaboration across teams
Desired Experience and Skills
- Overall work experience of minimum 12 yrs.; minimum 6 yrs. experience in Quality
- Lean Six sigma Black belt certified
- Experience in automation of aspects of Quality function
- Knowledge & experience of Agile methodology & demonstrate a digital mindset
- Should have analytical bent of mind along with lateral thinking.
- Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and WNS Values
- Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change
Qualifications
Graduate / Post Graduate
Experience Level
Senior LevelJob role
Job requirements
About company
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