WNS - General Manager/VP - Quality & Training - General Insurance Domain

Role requirement : General Manager (VP equivalent) - Quality & Training.

Location : Manila, Philippines.

Role :

- General Insurance background is mandatory.

- Leading Quality & Training function for an Insurance client.

Key Responsibilities/Accountabilities :

- Manage a team of Black belts - Mentor all the projects (both internal & external Assignments)

- Ensure Opportunity identification and henceforth a good pipeline for consulting assignments (as per the Industry / vertical assigned to the leader)

- Selling the solutions and team capability both internally and externally (to all prospective customers)

- The leader will be responsible for the achievement of target revenue set for his business (from Consulting assignments)

- Manage and driving all the Corporate Quality Methodologies (across all verticals)

- Lead the Strategic planning exercise for each business and at organization level

- Manage all the Quality service levels signed with the client. Ensure no hit on commercials (Quality metrics), if managing any service level related project

- As all the Quality metrics has a impact on client VOC so management of external VOC is imperative

- Improve the DNA of the vertical by ensuring a proper system of training, certification and process improvement in the business assigned

- Develops the monitoring team and supports team training requirements Ensure consistency in Quality standards

- Reviews feedback from Business channels regarding the Quality aspect of Customer Services

- Demonstrates a high level of commitment to improve customer service

- Experience in Quality Management

- Able to work on self initiatives, Flexible and adaptable, Sense of urgency, Strong attention to details

- Able to communicate at all levels, Decision Maker, Solution Oriented

- Audit and Feedback Compliance as per ISO 9001:2008 and other applicable certifications

- Team attrition to be managed

Knowledge/Qualifications/ Competency:

- Graduates in any Stream

- Communication Skills

- Microsoft Office skills high

- Black belt certified and trained in Master Black belt program/role

- Should have a good knowledge of Quality Management system - ISO / COPC/ eSCM

Desirable :

- Post Graduate in Management or any other area

Special Role Requirement :

- Willing to travel across sites & locations

- Willing to be flexible in addition to the WNS mandated working hours

- Accuracy & integrity in data handling

- Ability to work with people and teams of diversified / different priorities

- Ability to present/ address in public

Working Experience :

- The candidate should have a minimum work experience of 10+ years with at least 3 - 5 yrs in Quality domain / Projects

- Should have hands on experience in usage of Quality methodologies and techniques