Senior Group Manager

4 weeks ago

Quezon City, Philippines WNS Full time
Senior Group Manager - Transactional Quality - REF79978S_ - BFS

WNS Quezon City, National Capital Region, Philippines

Senior Group Manager - Transactional Quality - REF79978S_ - BFS

WNS Quezon City, National Capital Region, Philippines

1 day ago Be among the first 25 applicants

  • Manage 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU
  • Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
  • Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
  • Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
  • Effective deployment of RCA framework including communication, follow through & training
  • Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook
  • Digitalization & mistake proofing in 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
  • Ensure continued alignment of account to ISO standards through checks & audits
  • Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring

Company Description
NA
Job Description
Primary Duties & Responsibilities
  • Manage 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU
  • Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
  • Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
  • Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
  • Effective deployment of RCA framework including communication, follow through & training
  • Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook
  • Digitalization & mistake proofing in 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
  • Ensure continued alignment of account to ISO standards through checks & audits
  • Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring

Qualifications
  • Graduate / Post Graduate
  • Overall work experience of minimum 6-8 yrs.; minimum 3-4 yrs. experience in Quality
  • Lean Six sigma Black belt certified
  • Experience in automation of aspects of Quality function
  • Working knowledge of Excel, Minitab & Power BI
  • Knowledge & experience of ISO, Agile methodology & demonstrates 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
  • Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change
Seniority level
  • Seniority level Mid-Senior level
Employment type
  • Employment type Full-time
Job function
  • Job function Quality Assurance
  • Industries Outsourcing/Offshoring

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