Senior General Manager Quality (BPO)

Cape Town - South Africa

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Purpose and Role

As a Quality Leader in a global multi-geo Business Process Management (BPM) operation you will drive quality excellence and business transformation across global span. Leading Six Sigma and Digital Innovation youll foster a culture of continuous improvement integrate AI and automation and ensure exceptional client outcomes. This strategic role demands a visionary leader to align quality initiatives with business goals optimize processes and empower teams across multiple delivery centers.

Drive Quality Culture: Champion a culture of excellence embedding Six Sigma (DMAIC DMADV DFSS) and Lean principles to promote best practices and recognize high performance.
Lead Quality Function Transformation: Spearhead process redesign using Agile Scrum and Business Process Reengineering (BPR) integrating RPA AI and NLP to enhance efficiency and reduce costs. Work towards integration of AI in the Quality function automating proactive monitoring and issue resolution to enhance delivery efficiency reduce costs and establish a next-gen QA framework.
Optimize Delivery Processes: Apply Six Sigma methodologies to analyze transactional quality metrics eliminate waste and achieve SLA compliance across global operations.
Harness Business Intelligence: Leverage BI Tools to deliver actionable insights driving data-informed decisions and operational improvements.
Ensure Quality Assurance: Oversee SOP development conduct internal/external audits and maintain compliance with industry standards.
Manage Stakeholders: Build trusted client relationships aligning quality strategies with client needs to boost satisfaction and retention.
Lead and Mentor Teams: Empower a global quality team providing Six Sigma training mentorship and strategic direction to meet organizational goals.

Qualifications :

Skills and Qualifications

Certifications: Six Sigma Master Black Belt (mandatory); Certified Scrum Master (CSM) or equivalent preferred.
Experience: 15 years in customer service/BPM with 10 years leading quality or transformation in multi-geo operations.
Technical Expertise: Proficient in Power BI Tableau RPA (e.g. UiPath) and AI/NLP applications; experience with process automation and analytics.
Analytical Acumen: Strong data analysis skills to derive insights and drive process improvements.
Leadership: Proven ability to lead diverse teams manage P&L and deliver measurable outcomes (e.g. cost savings efficiency gains).
Communication: Exceptional interpersonal skills to engage clients and stakeholders effectively.
Adaptability: Agile mindset to navigate complex fast-paced environments and manage competing priorities.

Remote Work :

Employment Type :

Full-time

Job Purpose and RoleAs a Quality Leader in a global multi-geo Business Process Management (BPM) operation you will drive quality excellence and business transformation across global span. Leading Six Sigma and Digital Innovation youll foster a culture of continuous improvement integrate AI and autom...

Job Purpose and Role

Drive Quality Culture: Champion a culture of excellence embedding Six Sigma (DMAIC DMADV DFSS) and Lean principles to promote best practices and recognize high performance.
Lead Quality Function Transformation: Spearhead process redesign using Agile Scrum and Business Process Reengineering (BPR) integrating RPA AI and NLP to enhance efficiency and reduce costs. Work towards integration of AI in the Quality function automating proactive monitoring and issue resolution to enhance delivery efficiency reduce costs and establish a next-gen QA framework.
Optimize Delivery Processes: Apply Six Sigma methodologies to analyze transactional quality metrics eliminate waste and achieve SLA compliance across global operations.
Harness Business Intelligence: Leverage BI Tools to deliver actionable insights driving data-informed decisions and operational improvements.
Ensure Quality Assurance: Oversee SOP development conduct internal/external audits and maintain compliance with industry standards.
Manage Stakeholders: Build trusted client relationships aligning quality strategies with client needs to boost satisfaction and retention.
Lead and Mentor Teams: Empower a global quality team providing Six Sigma training mentorship and strategic direction to meet organizational goals.

Qualifications :

Skills and Qualifications

Certifications: Six Sigma Master Black Belt (mandatory); Certified Scrum Master (CSM) or equivalent preferred.
Experience: 15 years in customer service/BPM with 10 years leading quality or transformation in multi-geo operations.
Technical Expertise: Proficient in Power BI Tableau RPA (e.g. UiPath) and AI/NLP applications; experience with process automation and analytics.
Analytical Acumen: Strong data analysis skills to derive insights and drive process improvements.
Leadership: Proven ability to lead diverse teams manage P&L and deliver measurable outcomes (e.g. cost savings efficiency gains).
Communication: Exceptional interpersonal skills to engage clients and stakeholders effectively.
Adaptability: Agile mindset to navigate complex fast-paced environments and manage competing priorities.

Remote Work :

Employment Type :

Full-time

Key Skills

Culinary Experience
Succession Planning
Hospitality Experience
Financial Acumen
Food Service Management
Management Experience
Profit & Loss
Microsoft Word
Microsoft Powerpoint
Operations Management
Team Management
Leadership Experience

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About Company

WNS Global Services

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 busin ... View more

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