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Deputy Manager

2 months ago

Uncha Samana, India WNS Full time

Job Description:This role is to actively manage, lead, innovate, motivate and develop a team of Quality Assurance Specialists.The role is involved in developing systems, processes and team members to achieve superior levels of service.Responsibilities: Drive individual and team goals for Quality Assurance Specialists, and all other relevant team metrics.Strategically manage the workload and workflows for quality and set up the right organizational structures to support all lines of business and workflows.Proactively communicate with WNS on daily operational matters related to quality.Partner with operational teams to ensure that refresher training needs are identified and delivered.Become an expert by developing in-depth knowledge on client’s Quality process (audit, calibrations, certifications etc.).Proactively suggest improvements to those processes and closely collaborate and provide feedback on new launches or process changes with a potential impact to Quality.Provide timely team member reviews and handle all team member professional development.Provide support to the team at all times and ensure completion of quality review work for Quality Assurance Specialists.Facilitate regular Team meetings to ensure updates are delivered consistently and staff have an input into day-to-day operations.Any additional responsibilities as business needs dictate.QualificationsProficiency in English at the CEFR C1 level mastery.Strong analytical and operations management skills Strong client focus with superior written and verbal communication skills.Ability to work under pressure in a faced paced environment with limited structure.2+ years of prior team management experience in Risk & Compliance (AML/KYC Domain for Quality Process)