WNS - Group Manager - Quality

Industry :- BPO (Captive /Contact Centre's)/ KPO/ IT Only

Over-View :

The principle role of this team is to assess improvement needs of the global transition functional unit to drive continuous quality improvement; continuously review and refine processes, plan and execute improvements and present summary findings to the department leadership.

Key Roles & Responsibilities :

- Identification of improvements / new techniques / methodologies / solutions / tools in the transitions team and upstream / downstream functions by analyzing the day to day working of the transitions team and trends and opportunities in core transition responsibilities. All initiatives should be executed using a rigorous, data based, statistical method and DMAIC principles.

- Development of work aids, such as process descriptions, checklists, templates, and guides to assist relevant personnel with implementing defined processes.

Collaboration :

Work closely with transition managers, transition leaders and functional department heads to ensure effective implementation and follow-up of initiatives.

Documentation :

- Establishes and documents processes that support the initiative and projects in detail

- Required to manage multiple initiatives / projects concurrently (where applicable)

- Able to take on additional responsibilities in the transition function if the need arises.

Knowledge/Qualifications/ Competency :

- Any Graduate / PG.

- Good Communication / Presentation Skills

- Back Belt Certified Mandatory.

- Transition Experience is must & a minimum 5-6 yrs in the BPO Industry Preferred.

- Excellent Microsoft Suite skills (Excel, Word, PowerPoint) with strong ability to use advanced and statistical excel formule, Good Working knowledge of Minitab

- Self-starter, initiator, strong organizational, presentation, interpersonal and consultative skills is a must.

- Maintaining an established work schedule, Strong analytical, planning, organizational, and time management skills.

- Strong research skills including gathering and analyzing data from multiple sources .Effective documentation skills.

- Ability to maintain discretion and confidentiality. Working in a cross-functional team environment.

- Interpreting and applying rules, regulations, policies, and procedures .Effectively using interpersonal and communications skills including tact and diplomacy.

- Effectively using organizational and planning skills with attention to detail and follow through.

Special Role Requirement :

- Willing to travel across sites & locations

- Accuracy & integrity in data handling

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

- Should have a Valid passport

- Day /UK shifts