Senior Group Manager - Transactional Quality - BPO

Job Description :

- The Individual is responsible to drive high levels of Customer & Applicant satisfaction by monitoring transactions and gathering and analyzing the Voice of Customer in order to drive improvements.

- Experience in TQ in HRO - BGV / AML-KYC space

- Manage and lead a team of Transactional Quality resources and Managers, and drive accuracy and SLA compliance for CPS processes.

- Plan, direct or coordinate quality assurance program across CPS

- Develop, Implement and review statistical analysis that identifies defects, exceptions toquality processes, test methods, service and trends

- Ensure compliance of all quality control documentation, document change activities and record retention requirements.

- Work as a point of contact to drive conversations with Stakeholders and Account leaders, to ensure appropriate staffing, training, utilization and effectiveness of CPS TQ function foraligned accounts.

- Lead client conversations on accuracy and SLA compliance, ensure effective coaching andfeedback, audit sampling, and other TQ methodologies are adequately designed andimplemented.

- Mentor the team in remediation of high impact errors, root cause analysis.

- Work closely with Operations, Compliance, Training, Products and Technology teams toprioritize and drive ideas for process improvements.

- Identify opportunities to rationalize QA effort, and automation of QA activities.

- Liaise with Technology, Transitions, Capability and other internal functions to provide endto-end solutions.

- Take responsibility for project activities including work estimation, planning, stakeholdermanagement and project qualityQualifications- Graduate/Post-graduate

- Experience in TQ in HRO - BGV / AML-KYC space

- Experience in advance quality planning

- Lean Six Sigma Black Belt certification preferred butnot mandatory.

- Business acumen and strong result orientation

- Excellent communication and project management skills

- Solid working knowledge and experience with Microsoft office and other computer-based applications business cases and white papers

- Very resilient and lateral thinking capability

- Strong stake holder and relationship management skills and dealing with senior executives

- Highly self-motivated, proactive and eager to develop new capabilities in evolving role

TO HAVES :

- Team management experience is required

- Experience in BGV - US region is required

- 2 technical rounds + one HRBP round