Group Manager

2 days ago

Iloilo City, Western Visayas, Philippines WNS Global Services, Inc. Full time $2,200,000 - $3,300,000 per year

Job Summary (Description of the role / position)

This position is responsible for delivering process quality metrics and adherence.

Process management:

Responsible for management and coordination of process quality and group of quality analyst or lead quality analyst for processes handling Insurance Claims related activities, Quality SLA delivery across all processes.

Team Management and People Development:

· Lead & motivate a team of quality analyst or lead quality analyst ensuring their development through direct coaching/feedback wherever required.

· Support learning and development initiatives, provide coaching and counselling, drive staff motivation and retention programs.

· Mentor QA's, set their KPI's and periodical performance review.

Key Role Accountability

· Delivering Quality matrix as per agreed SLA for the team

  • Good understanding of the Quality Framework and principles

· Accountable for customer complaint resolution process

· Deliver sampling and stratification strategy based on Compliance checks, financial processes (volume & Value mix) Errors, Customer priorities & Agent performance.

· Maintaining a positive and healthy communication with internal and external stakeholders

· Ensure continued calibration to the quality framework.

· Responsible for timely & accurate reporting, updates and business insights

· Design / Update & departmental procedures and work instruction manuals

· Responsible to create and maintain Quantitative & Qualitative MIS for the team.

· Preparing Quality Forms and analyzing data from evaluations to prepare floor Training Needs

· Designing action plans for the skill set to improve on the Customer Satisfaction indices.

· Ensure Process documentation & sign off as per ISO standards & WNS Quality Assurance Playbook

· Facilitate Brainwaves/Kaizen/Lean projects initiatives within the team.

Proficiency in technical operating systems or platform

· MS Office applications such as Excel, PowerPoint, Word etc

· Preferred knowledge/exposure to reporting tools

· Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / QC tools & mechanisms.

Qualifications:

Critical to hire - Minimum Academic Qualification (Degree)

Graduate /Post Graduate or equivalent

Critical to hire - Minimum Work Experience (in months/years)

4 to 5 years of experience in ITeS/BPO/BPM

5 years relevant experience in quality domain

Desirable to hire - Experience for the role

Preferred experience in General Insurance & service industry in quality domain

Critical to hire - Team handling

Should have directly managed a team with average span of 5 to 10 quality analysts.

Desirable to hire - Certifications for the role

Insurance certifications such as AICPCU, CII, LOMA etc

Competency Requirement

Competencies

Category

Behavioral

Customer Service Orientation

Critical to hire

Quality Orientation

Critical to hire

Feedback and Coaching

Critical to hire

Analytical Thinking

Critical to hire

Functional Competencies /Domain Skills Required

Client Process

Trainable

Written Communication

Critical to hire

Oral Communication Skills

Critical to hire

Problem Solving

Critical to hire

Stake holder management

Desirable

Numerical Ability

Critical to hire

Additional Skills

Behavioral

Customer Service Orientation

Quality Orientation

Written Communication

Oral Communication Skills

Conflict Management

Eye for Detail

Problem Solving Skills

Functional Competencies /Domain Skills Required

Stakeholder Management

Analytical Thinking

Lean Six sigma concepts

Numerical Ability

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