Senior Group Manager - Transactional Quality

at  WNS Global Services

Company Description
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.
Job Description
Primary Duties & Responsibilities
Lead and develop a high-performing team supporting multiple Accounts and provide exceptional quality assurance services to our clients
Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
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
Demonstrate Leadership Behaviors (e.g. Enterprise Thinking, Effective and Quick Decision Making, Making Collaboration Essential)
Foster a spirit of continuous learning & collaboration across teams
Delivers the required number of QA assessments per campaign / agent per month as agreed in the contract or the QA framework.
Support and develop a team of Quality Leaders. Working to ensure that all members of the team are focused on the delivery of company financial goals, and clients operational expectations.
Maintain a working knowledge of the entire call center operation as well as project operation in order to ensure that we deliver actionable insights that can add value either internally or externally.
Provides leadership for Global Quality team, and ensures adherence to company and department policies and procedures across multiple programs/clients.
Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency on a global level for all operations across multiple programs/clients.
Supporting the WNS SA growth effort through participation in client meetings / visits and representing the campaign in a manner that highlights our global Quality and CEX capability, while building trust in our team.
Consistent review of Campaign Quality and CEX processes, auditing individual groups to ensure that all core processes and tools are being utilized to achieve optimum results for our clients and their customers.
Qualifications
Grade 12
Tertiary education in a relevant field that is fit for purpose for this role.
TQM Qualification via a registered training provider will be beneficial.
Overall work experience of minimum 15 yrs.; minimum 8 yrs. experience in Quality
Lean Six sigma Green to Black belt certified
Experience in automation of aspects of Quality function
Knowledge & experience of Agile methodology & demonstrate a digital mindset
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
Experience in running and completing projects to completion in a complex environment.
Stakeholder Management at a senior and executive level including relationship management.
Client Engagement and presentation experience at a senior / executive level
One years’ experience in Six Sigma project delivery preferred.
Proven track record of transforming QSA functions away from tick box processes will be beneficial.
Additional Information
UK Shift

Please refer the Job description for details