Quality & Training Leader

Senior General Manager - Quality & Training | REF43280B | HPS | Gurgaon/Pune/Hyd

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400 clients with the help of our 44,000 employees.

Job Brief Position: Quality & Training Leader Quality ResponsibilitiesCreate and Drive Process Excellence Transformation Roadmap & ProjectsHelp Client Organizations realize business objectives by driving Process improvements, End to End Transformations, RPA, Analytics and other levers.Work closely with internal stakeholders and Client contacts to develop, co-create and lead their Transformation journey across multiple accounts.Coach and Mentor Transformation experts to deliver on contractual and non-contractual Improvement commitments.Liaise with Technology, Transitions, Capability and other internal functions to provide end-to-end solutions.Responsible for execution, closure and quantification projects for aligned accounts, in line with Client expectations.Drive contractual productivity, gap assessment, and work with Account leaders to address.Work collaboratively with teams to perform due diligence and work across design, development, testing phases for effective automation solution implementationTake responsibility for project activities including work estimation, planning, stakeholder management and project qualityDrive Quality Net Savings in the vertical.Drive VOC actionable across the team and maintain / improve scores.Drive inputs from VOC for improvements.Contribute and present in client/customer reviews/meetings.Creating various approaches, negotiating and fostering relationships with internal and external partners Training Responsibilities:Develop and lead a team of training professionals engaged in delivery of domain & process training to employees (New hires & BAU) in respective business unit.Be the Practice and Thought leader for cutting edge digital solutions & innovative means to impart training so training processes & methodology are agile to the changing needs of the environmentEstablish and drive ROI for learning investment in people and value delivered to business.Plan and execute training interventions (New Transitions & BAU) as per WNS Training (SHAPE - Scope Hire Assess Prepare Excel ) framework.Regularly review & align measurement & tracking of training efficiency and effectiveness through a set of metrics & periodic reporting.To get the right Tech to enable Training Design content and knowledge management procedures including the upkeep of training manuals, learning plans/schedules & accreditation criteria. Skills required -Lean Six Sigma Black Belt certification & Knowledge & experience in Agile methodology preferred but not mandatory.Relevant work experience in improving processes with leading BPM/BPO organizationsSkilled in due diligence exercises and identifying, analyzing, designing, developing, implementing and maintaining automation solutions for a variety of processes for a BPO/BPM organizationExperience in leading Training in multi-client, multi-geo with 1000 people businessPreferred experience in digitalization of training deliveryExposure to Robotic Process Automation (RPA) in BPO/ITES environmentBusiness acumen and strong result orientationExcellent communication and project management skillsAbility to create powerful presentations, business cases and white papersVery resilient and lateral thinking capabilityStrong stake holder and relationship management skills and dealing with senior executivesPrevious experience in leading transformation projects.Highly self-motivated, proactive and eager to develop new capabilities in evolving rolehas context menu

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