Senior Group Manager - Transactional Quality - Travel Vertical - REF55581O
Full-time
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.
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.
Key Responsibilities:
Review and approve the sampling strategy that suits the business requirement
Decide on the Calibration Process and variance target
Review and approve the Quality Standard Document
Assist the Operations Team in customer complaint & resolution process for the teams.
(Not applicable for some teams)
Ensure that the Quality Process adheres to the Quality Standard
Regular Performance Review of QA/AM/DM
Conduct skip level meetings with the advisors and QA's
Attend Learning Academy Training and BPET Training roadmap for self development
Complete the Green Belt certification and role roadmap
Drive high impacting six sigma and Lean Projects
Mentor team members to improve performance and behavior
Understand VOC/VOE and implement actions to improve the performance on them
Participate in WNS BPET initiatives
Achieve QNS target through Quality Initiatives
Regular interaction with clients and maintain good relationship
Mentor Yellow Belt & White Belt projects in the team
Deploy standard Quality Framework
Initiate and mentor vertical level initiative
Assist the Operations team during migration in terms of base lining and QA identification
Skills Required:
Knowledge on the Process Improvement tools
Presentation and CRM skills
Analytical skills and time management
Excellent Communication skills – verbal and written
Mentor DR and succession planning
Maintain healthy internal and external client and stakeholder relationship
Interpersonal skills and people skills (People Management)
Risk Identification and mitigation skill
Should have sound knowledge of migration
Experience:
Preferably should have worked in a Quality field
Preferably the candidate from the Travel Background
At least 7-8 years of experience in the Quality Role
Preferably should have completed a project or should have been a part of any project
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