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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Role requirement – (Sr. Group Manager –Master Black Belt) - Equivalent to Assistant VP

Role:

- Reporting to the General Manager / Lead Consultant

- To drive improvement initiatives assigned

Key Responsibilities/Accountabilities:

- Manage a team of Black belts – Mentor all the projects (both internal & external Assignments)

- Ensure Opportunity identification and henceforth a good pipeline for consulting assignments (as per the Industry / vertical assigned to the leader)

- Selling the solutions and team capability both internally and externally (to all prospective customers)

- The leader will be responsible for the achievement of target revenue set for his business (from Consulting assignments)

- Manage and driving all the Corporate Quality Methodologies (across all verticals)

- Design solution sets for each business (BFSI, Travel, Healthcare, Shipping), as per the responsibility

- Lead the Strategic planning exercise for each business and at organization level

- Manage all the Quality service levels signed with the client. Ensure “no” hit on commercials (Quality metrics), if managing any service level related project

- As all the Quality metrics has a impact on client VOC – so management of external VOC is imperative

- Improve the DNA of the vertical by ensuring a proper system of training, certification and process improvement in the business assigned

- Develops the monitoring team and supports team training requirements Ensure consistency in Quality standards

- Reviews feedback from Business channels regarding the Quality aspect of Customer Services

- Demonstrates a high level of commitment to improve customer service

- Experience in ’Quality Management’.

- Able to work on self initiatives, Flexible and adaptable, Sense of urgency, Strong attention to details

- Able to communicate at all levels, Decision Maker, Solution Oriented

- Audit and Feedback Compliance as per ISO 9001:2008 and other applicable certifications

- Team attrition to be managed

Knowledge/Qualifications/ Competency:

- Graduates in any Stream

- Communication Skills

- Microsoft Office skills high

- Minitab

- Black belt certified and trained in Master Black belt program/role

- Should have a good knowledge of Quality Management system – ISO / COPC/ eSCM

Desirables

- Post Graduate in Management or any other area

- Graduate with Mathematics as one of the subjects

- Preferably from Technical background -

Special Role Requirement:

- Willing to travel across sites & locations

- Willing to be flexible in addition to the WNS mandated working hours

- Accuracy & integrity in data handling

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

- Ability to present/ address in public

Working Experience:

- The candidate should have a minimum work experience of 10+ years with at least 3 – 5 yrs in Quality domain / Projects

- Should have hands on experience in usage of Quality methodologies and techniques -

Linkedin: in.linkedin.com/pub/hussain-kagalwala-√/14/920/b08/Edit

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