Senior Group Manager - Transactional Quality

Job Description

Job Purpose and 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 client

s• Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk managemen

t• Redesign & deploy sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performanc

e• SLA baselining, predictive SLA monitoring & reportin

g• Provide thought leadership, creative solutions & leverage problem solving techniques to drive continuous improvemen

t• Serve as an integral part of the enterprise ecosystem by participating in strategic projects, RFPs, Client visit

s• Digitalization of Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framewor

k• Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experienc

e• Demonstrate Leadership Behaviors (e.g. Enterprise Thinking, Effective and Quick Decision Making, Making Collaboration Essential

)• Foster a spirit of continuous learning & collaboration across team

s
Qualificatio

ns
Desired Experience and Ski

lls• Graduate / Post Gradu

ate• Overall work experience of minimum 12 yrs.; Minimum 6 years in to Management role of managing transactional & strategic qual

ity• Lean Six sigma Black belt certified Mandat

ory• Experience of working in F&A Accounts (PTP, OTC, RTR towers mandato

ry)• Experience in automation of aspects of Quality funct

ion• Knowledge & experience of Agile methodology & demonstrate a digital mind

set• Should have analytical bent of mind along with lateral thinki

ng.• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and WNS Val

ues• Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid cha