Deputy manager

1 month ago

Pune, India WNS Full time
Job Description
Manage end to end Quality for the aligned Finance and Accounting (Fn A) 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/8 D), 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 Fn A 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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