Group Manager Transactional Quality - FnA WNS

5.0 - 9.0 years

0 Lacs

haryana

On-site

As a Quality Manager for Finance and Accounting (FnA) processes, your primary responsibility will be to oversee the end-to-end quality management for all aligned processes, both for new hires and day-to-day operations. Leading a team of Quality Analysts and leads, you will ensure that all deliverables are completed accurately and within the specified timeframes. Your role will involve devising a robust sampling strategy, calibration methods, ISO compliance, and handling customer complaints or incidents efficiently. It will be crucial to identify opportunities for continuous improvement projects to enhance process efficiency and overall business performance. You will also be leading or mentoring Six Sigma (DMAIC/8D), LEAN (VSM), and Kaizen projects within the FnA vertical. Acting as a change agent, you will collaborate with functional and vertical managers to drive acceptance of necessary changes. Defining SLAs and KPIs, baselining targets, and finalizing agreements with internal and external stakeholders will be key aspects of your role. Ensuring adherence to defined SLAs, maintaining compliance from a risk perspective, and driving metrics improvements are vital for the health of the processes. Your duties will extend to designing, developing, and delivering quality for FnA products and processes, particularly in the area of Insurance business. Compliance with Quality Standard Documents, Governance Plans, and other regulations is essential. You will lead quality-related activities, conduct calibrations with clients and internal teams, and implement risk and compliance practices. Encouraging the sharing of best practices, both internally and externally, and implementing them effectively will be part of your responsibilities. Driving customer satisfaction metrics such as VOC, CSAT, and NPS across the team and striving to maintain or improve scores will be crucial. You will be responsible for managing internal and client meetings, customer reviews, and stakeholder engagements. Moreover, creating and managing performance dashboards to track business and operational metrics clearly will be essential. Qualifications for this role include a B. Com or M. Com degree, along with Lean Six Sigma GB/BB certification.,

Posted 3 days ago

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