Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

CRF - REF47044Q - Group Manager - Transactional Quality - Mumbai

 

Vertical: - Travel

Role: - Team Manager 

Shift: - 1:00pm-10:00pm / 5:30pm-2:30am – Monday to Friday

Mode of work: - 5 days WFO

Experience range: - 8+ years of overall experience with min. 3 years into Quality/Operations domain in a travel company or in a travel process (in a BPO company)

Interview rounds: - 2 Technical + 1 HR

Job Description: -

Job Purpose and Role Primary Duties & Responsibilities

Manage 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAUDrive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk managementDeliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performanceResponsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reportingEffective deployment of RCA framework including communication, follow through & training• Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ PlaybookDigitalization & mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control frameworkProvide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experienceEnsure continued alignment of account to ISO standards through checks & auditsFoster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring Desired Experience and Skills.

 

Qualifications

 

Any Graduate / Post Graduate/ MBAOverall work experience of minimum 6-8 yrs.; minimum 3-4 yrs. experience in Transactional QualityExperience in automation of aspects of Quality functionWorking knowledge of Excel, Power BI.Knowledge & experience of ISO, Agile methodology & demonstrates 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.Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change.