WNS - Group Manager - Quality

Key Responsibilities/Accountabilities :

Industry : BPO/ KPO/ Contact Centre/ Captive Background Only .

Drive Improvement projects/activities across the vertical.

- Transfer the knowledge and skills learned during the expert training sessions to other employees.

- Redesign processes to suit the improvement plan

- Work closely with operations team to collect data and assess the current situation.

- Net work with other experts to exchange learning and good practices both internally and externally

- Remove barriers to progress

- The incumbent should have zeal in working in a dynamic BPO environment and keenness in acquiring working knowledge of the operations and processes on site.

- Should possess good analytical skills, communication and negotiation skills.

- Should have good interpersonal skills and should be capable of motivating people.

- Must have required attitude and skills to practice WNS Values at the workplace.

- Should possess good business acumen and strongly result oriented with passion to reach.

- Should be willing to question the authority

- Should be willing, credible and open

- Liase with functional / vertical managers to accept and agree the need for change

- Overcome the resistance of people towards change

- Questioning and challenging the authority.

- Should be able to introduce different innovative concepts

- Liase with functional / vertical managers to accept and agree the need for change

- Overcome the resistance of people towards change

- Questioning and challenging the authority

- Should have a strong logical bent of mind

Knowledge/Qualifications/ Competency :

- Any Graduate / PG.

- Good Communication/Presentation Skills

- Microsoft Office skills

- Well Versed with Minitab

- Black belt certified Mandatory, Candidate from an Insurance Background Preferred (Strong Consulting experience / Good onsite exposure / excellent statistical knowledge)

- Having a Valid Passport

Special Role Requirement :

- Willing to travel across sites & locations

- UK Shifts

- Accuracy & integrity in data handling

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

- Ability to present/ address in public