Company Description
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 businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.
Job Description
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 robust 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
📌 Senior Group Manager (India)
🏢 WNS
📍 India