Senior Group Manager

4 weeks ago

Pune, Maharashtra, India WNS Full time
Job Description

Job Purpose and Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU

.Primary Duties & Responsibilities

:
• Lead and develop a high-performing team supporting Account/s and provide exceptional quality assurance services to WNS client

s
• Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk managemen

t
• Redesign & deploy sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performanc

e
• SLA baselining, predictive SLA monitoring & reportin

g
• Provide thought leadership, creative solutions & leverage problem solving techniques to drive continuous improvemen

t
• Serve as an integral part of the enterprise ecosystem by participating in strategic projects, RFPs, Client visit

s
• Digitalization of Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framewor

k
• Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experienc

e
• Demonstrate Leadership Behaviors (e.g. Enterprise Thinking, Effective and Quick Decision Making, Making Collaboration Essential

)
• Foster a spirit of continuous learning & collaboration across team

s
Qualificatio

ns
Desired Experience and Ski

lls
• Graduate / Post Gradu

ate
• Overall work experience of minimum 12 yrs.; Minimum 6 years in to Management role of managing transactional & strategic qual

ity
• Lean Six sigma Black belt certified Mandat

ory
• Experience of working in F&A Accounts (PTP, OTC, RTR towers mandato

ry)
• Experience in automation of aspects of Quality funct

ion
• Knowledge & experience of Agile methodology & demonstrate a digital mind

set
• Should have analytical bent of mind along with lateral thinki

ng.
• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and WNS Val

ues
• Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid cha

nge

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