Senior Group Manager Transctional Quality Travel

Job Purpose and Role

Lead Next-Gen Shared Services Quality Organization by consistently Raising-the-bar on service-delivery standards & enable low-risk & zero-surprises BAU

Primary Duties & 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

Desired Experience and Skills

• 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

Qualifications :

Graduate / Post Graduate

Remote Work :

No

Employment Type :

Full-time