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HR at WNS Global Services
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WNS - Senior Group Manager - Transactional Quality (12-15 yrs)
Being a fresh graduate with no experience, I started at WNS as an intern and got great industrial exposure along with the opportunity to explore diverse process functions, improve my skills, meet new people and have fun at the same time. With this foundation, I was able to begin my career as a senior associate at this very same place working under people, who were not just my managers but mentors as well. What I like most about working at WNS...
KRITI SHARMA, ASSISTANT MANAGER - OPS
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Job Description :
Roles & Responsibilities :
- Lead and develop a high-performing team supporting Account/s and provide exceptional quality assurance services to WNS clients
- Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
- Redesign & deploy sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
- SLA baselining, predictive SLA monitoring & reporting
- Provide thought leadership, creative solutions & leverage problem solving techniques to drive continuous improvement
- Serve as an integral part of the enterprise ecosystem by participating in strategic projects, RFPs, Client visits
- Digitalization of Quality Assurance Delivery embed Digital tools to strengthen audit mechanism & control framework
- Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience
- Demonstrate Leadership Behaviors (e.g. Enterprise Thinking, Effective and Quick Decision Making, Making Collaboration Essential)
- Foster a spirit of continuous learning & collaboration across teams
Qualifications :
- Graduate / Post Graduate
- Overall work experience of minimum 12 yrs.; minimum 6 yrs. experience in Quality
- Lean Six sigma Black belt certified
- Experience in automation of aspects of Quality function
- Knowledge & experience of Agile methodology & demonstrate a digital mindset
- Should have analytical bent of mind along with lateral thinking.
- Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and WNS Values
- Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change
Location- Mumbai
Designation- Senior Group Manager
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