Senior Group Manager - Transactional Quality at WNS Global Services

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

27 May, 26

Salary

0.0

Posted On

26 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Management, Service Delivery Standards, Risk Management, Compliance Checks, Performance Monitoring, RCA Framework, Documentation, Digitalization, Business Insights, Statistical Analysis, ISO Standards, Continuous Learning, Coaching, Mentoring, Lean Six Sigma Black Belt, Automation

Industry

Business Consulting and Services

Description

Company Description NA Job Description Primary Duties & Responsibilities • Manage 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU • Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management • Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance • Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting • Effective 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 Playbook • Digitalization & mistake proofing in 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 • Ensure continued alignment of account to ISO standards through checks & audits • Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring Qualifications • Graduate / Post Graduate • Overall work experience of minimum 6-8 yrs.; minimum 3-4 yrs. experience in Quality • Lean Six sigma Black belt certified • Experience in automation of aspects of Quality function • Working knowledge of Excel, Minitab & 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

Responsibilities

The role involves managing the Shared Services Quality Organization to raise service delivery standards, focusing on low-risk operations and improved efficiency through strong governance and risk management. Key duties include driving performance against quality metrics, deploying RCA frameworks, and ensuring robust documentation of quality standards.