Senior Group Manager

5 days ago

Quezon City, Philippines WNS (Holdings) Limited (ADR) Full time

Senior Group Manager - Transactional Quality - REF79978S_ - BFS Overview Senior Group Manager - Transactional Quality 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 #J-18808-Ljbffr

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    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...