WNS - Group Manager - Transactional Quality

Job Description

Key Responsibilities:

- Adherence of Quality SLAs and contractual agreements with internal & External stakeholders.

- Personally monitoring assigned accounts, meeting the client SLAs for the assigned accounts and ensuring client satisfaction, on a day-to-day basis.

- Each of his team members reporting to him achieves his targeted objectives with respect to Customer Delight and Service Levels.

- Staff Motivation, Goal setting, Performance appraisal of team members, and counselling for performance and capability building in conformance with goals.

- Management and coordination of operations, quality, and general administration of the assigned processes. Manpower planning.

- Handling of External & Internal stakeholders and meeting the business requirements in terms of quality related deliverables.

- Deployment and Strengthen the Quality Assurance Framework for the Business.

- Taking care of Baselining, Capacity Planning and Statistically validation of sample and Accuracy targets of the process.

- Identify and raise early alerts in terms of breaching the SLA metrics , Risk , Regulatory & Compliance requirements.

- Complete the Six Sigma & Lean Role Roadmap within the stipulated time.

- Prepare all team and client related reports for Quality.

Skills Required:

- Strong interpersonal skills, written and oral communications skills.

- Ability to take initiatives and communicate effectively with people at all levels both internally and externally.

- Ability to work on tight deadlines and respond to changing priorities quickly and positively.

- Should be able to plan and carry out responsibilities with minimal direction and supervision.

- Ability to work independently and as well in a team.

Work Experience:

- Should have been in a Transactional Quality Managerial role for at least minimum 8 years. This could be related to either back office and/or voice processes.

- Candidates that are Black Belt Trained/Certified would be preferred.

- Green Belt Certified Mandatory.

Additional Information:

Shifts : UK Shifts/24/7

Role : Team Role

Mode : Work From Office