Senior Manager

2 days ago

Philippines WNS Full time $60,000 - $80,000 per year

Company DescriptionWNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

WNS South Africa has been in operation since 2003 and has built a reputation as an industry leader in Business Process Outsourcing (BPO), with a growing footprint into Africa. We are a strategic partner for delivering a full range of processes from our eight delivery centers across South Africa, employing 4000+ people. Why join us?

We promise our employees role clarity, coaching and mentoring, professional development, and a structured career path through our five people promises, keeping employee experience at the core. Experience a culture of outperformance, engagement, celebration, and contribute to society through our WNS Cares Foundation, supporting meaningful initiatives and making an impact in the community. Job DescriptionThis role is to lead our quality function, ensuring the delivery of the highest customer experience for our client.

The role involves providing insights to enhance the customer journey and maintaining quality standards across all interactions. Key Responsibilities:Collaborate with senior leadership to drive account performance through the delivery of the QA framework per campaign. Oversee customer experience delivery, support, and execution.

Conduct QA assessments per campaign/agent as per contract or framework. Support and develop a team of Quality Managers. Maintain knowledge of call center and project operations to provide actionable insights.

Lead the quality team and ensure policy adherence. Analyze client metrics and staffing to optimize efficiency and recommend improvements. Review Quality and CEX processes regularly to ensure effective utilization of tools and achieve client satisfaction.

QualificationsRequired Skills and Experience:Tertiary education relevant to the role. Possession of a TQM qualification from a registered provider is advantageous.5+ years in a Quality or Customer Experience role within BPO, with at least 2 years in a leadership position. Experience managing projects in complex environments.

Stakeholder management skills, including at senior and executive levels. One year of Six Sigma project experience is preferred. Proven experience managing UK-regulated quality functions.

Experience with UK utilities (energy, water, telecom) is preferred.

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