WNS - Senior Group Manager - Quality F&A - TQ/PE

Urgent opening for a Sr. Group Manager / AVP level - F&A Quality - (TQ/ PE)

Brief Job Description :

Cultural Perspective

- Drive/facilitate change within your teams

- Create a cohesive environment between all functions and within team members

- Drive a culture of data based decisions

- Create buy-in across the Vertical

Customer Perspective :

- Drive customer communication

- Drive VOC actionable across the team and maintain/improve the scores

- Drive inputs from VOC for improvements

- Contribute and present in client/customer reviews/meetings

- Drive Six-Sigma Initiatives across the Vertical/Function

- Meet/Improve on all customer CTQs

Financial Perspective :

- Achieve QNS target through Quality Initiatives

Internal Process Perspective :

- Make Quality a part of transition

- Adhere to compliance to Quality standards (ISO, COPC etc)

- Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRC, Operations-review, dashboards, BQC- s)

- Follow appraisal and feedback mechanism

Learning and Growth Perspective :

- Identify and retain top talent in the vertical

- Complete support and drive to the DNA program for selected people

- Identify opportunities for developing people and own Self-Development

Key Accountabilities :

- Deployment of QA strategy

- Mentor & guide team members to achieve business goals

- Maintain VOC score of 8 & above

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

- Drive Change acceleration

Work Experience :

- 12+ Years of Relevant Work Experience post Qualification

- Worked in service/ BPO / set up

- Excellent communication skills should be able to communicate with external customers and senior leadership

- Should be able to handle a team of hi potential Quality resources

- Should be a good mentor

- Knack for detailing, drilling down

- Systematic and planned approach to problem solving

- Exposure to Transactional Quality and Quality Assurance, Process Excellence

- Exposure to Six Sigma and Lean methodologies, tools and techniques

Knowledge/Qualifications/Competency :

- B com Graduate,

- Exposure to F&A qualifications - CA, CA inter, ICWAI, CIMA, MBA Fin, etc

- Knowledge and Applicability of Six Sigma Tools and Concepts

- GB / GBP / BB trained through a premium institution

Capabilities :

- As a change leader instill assurance culture in the organisation

- Customer driven focus

- Prioritization and alignment to business strategy & objectives

- Strong analytical and problem solving skills project management skills

- Knowledge of statistical tools

- Ability to coach and train people on six sigma and lean concepts

- Hands on with statistical softwares - minitab and ms office tools

- Service industry work experience

- Strong people management skills

- Good communication and presentation skills

- Six sigma and lean certifications

- F & A background

- ITeS work experience,

- Exposure of handling teams

Train the Trainer Certification

Special Role ( Customer Specific Requirement) :

- Change Acceleration

- Data Interpretation and Analysis

- Presentation Skills

- Flexibility to Work in all Shifts