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Service Delivery Excellence Leader

2 weeks ago

Manila, National Capital Region, Philippines WNS Global Services, Inc. Full time
About the Role:

The Service Delivery Excellence Leader will be responsible for driving excellence in service delivery, ensuring high-quality outcomes, and fostering a culture of continuous improvement within the team.

  • Deliver 'Next-Gen' Shared Services Quality Organization by consistently raising the bar on service-delivery standards and enabling low-risk and zero-surprises business-as-usual operations.
  • Responsible for driving performance to meet all quality metrics, including SLA baselining, predictive SLA monitoring, and reporting.
  • Accountable for customer complaint resolution process and ensuring process documentation and sign-off as per ISO standards and WNS Quality Assurance Playbook.

Key Responsibilities:

  1. Drive and conduct audit compliance, robust root cause analysis, remediation plans, and ensure adherence to contractually binding audit targets.
  2. Develop and implement sampling and stratification strategies based on compliance checks, financial processes errors, customer priorities, and agent performance.
  3. Maintain continued calibration to the quality framework and drive performance to meet all quality metrics, including SLA baselining, predictive SLA monitoring, and reporting.