Group Manager - Transactional Quality - Vishakhapatnam (Vizag) - REF23730T

Job content

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. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.

Job Description

Key Responsibilities : -

• Adherence of Quality SLA’s and contractual agreements with internal & External stakeholders.
• Personally monitoring assigned accounts, meeting the client SLA’s for the assigned accounts and ensuring client satisfaction, on a day-to-day basis.
• Each of his team members reporting to him achieves his targeted objectives with respect to Customer Delight and Service Levels.
• Staff Motivation, Goal setting, Performance appraisal of team members, and counselling for performance and capability building in conformance with goals.
• Management and coordination of operations, quality, and general administration of the assigned processes. Manpower planning.
• Handling of External & Internal stakeholders and meeting the business requirements in terms of quality related deliverables.
• Deployment and Strengthen the Quality Assurance Framework for the Business.
• Taking care of Baselining, Capacity Planning and Statistically validation of sample and Accuracy targets of the process.
• Identify and raise early alerts in terms of breaching the SLA metrics , Risk , Regulatory & Compliance requirements.
• Complete the Six Sigma & Lean Role Roadmap within the stipulated time.
• Prepare all team and client related reports for Quality.
  

Skills Required : -

• Strong interpersonal skills, written and oral communications skills.
• Ability to take initiatives and communicate effectively with people at all levels both internally and externally.
• Ability to work on tight deadlines and respond to changing priorities quickly and positively.
• Should be able to plan and carry out responsibilities with minimal direction and supervision.
• Ability to work independently and as well in a team.
  

Work Experience : -

• Should have been in a Transactional Quality Managerial role for at least minimum 2 years. This could be related to either back office and/or voice processes.
• Candidates that are Black Belt Trained/Certified would be preferred.
• Green Belt Certified Mandatory.
  

Qualifications

Any Graduate /Post Graduate /MBA

Additional Information

Shifts : - UK Shifts/24/7

Role : - Team Role

Mode :- Work From Office