WNS | Deputy Manager

2 months ago

india WNS Full time

Job Description

  • Manage end to end Quality for the aligned Finance and Accounting (FnA) processes, including new hire and BAU intervention.
  • Lead a team of Quality Analysts & leads.
  • Ensure the QA team deliverables are executed timely and accurately.
  • Devise sampling strategy, Calibration method, ISO compliance, Customer complaint / Incident management across all processes and ensure team meets clients expectations.
  • Identify and drive continuous improvement projects to improve process & business performance.
  • Lead or Mentor Six Sigma (DMAIC/8D), LEAN (VSM), Kaizen Projects within F&A vertical.
  • Work as change agent and liaise with functional / vertical managers to accept and agree the need for change.
  • Involve in defining SLA/KPI as per process scope, baseline the targets and finalize with internal and external stakeholders (Ensure metrics reflects true health of process end to end).
  • Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen].
  • Design, Develop and Deliver Quality on FnA product and process, in the area of Insurance business.
  • Adhere to signed off Quality Standard Documents, Governance Plans and other prescribed regulations.
  • Drive quality related activities, Calls / Back Office Calibrations with clients & internal team, FMEA, Risk & Compliance practices.
  • Facilitate sharing of best practices from within and outside the organization and implement them.
  • Driving VOC / CSAT / NPS actionable across the team and maintain/improve the scores.
  • Take charge of internal meetings/client meetings/customer reviews/stakeholder meetings.
  • Create and manage performance dashboards, which depict business and ops metrics clearly.


Qualifications

  • B.Com
  • Black Belt / Green Belt Certified

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