Senior Group Manager

1 week ago

Quezon City, National Capital Region, Philippines WNS (Holdings) Limited (ADR) Full time
Senior Group Manager - Transactional Quality - REF79978S_2025182901 - BFS
  • Full-time
  • NA
Primary Duties & Responsibilities
  • Manage 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards and enable low-risk and zero-surprises BAU.
  • Drive and 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 and 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

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