WNS - Group Manager - Quality/Process Excellence - Finance & Accounting Domain

- Manage end to end Quality for the aligned Finance and Accounting (FnA) processes, including new hire and BAU intervention.

- Lead a team of Quality Analysts & leads.

- Ensure the QA team deliverables are executed timely and accurately.

- Devise sampling strategy, Calibration method, ISO compliance, Customer complaint / Incident management across all processes and ensure team meets clients expectations.

- Identify and drive continuous improvement projects to improve process & business performance.

- Lead or Mentor Six Sigma (DMAIC/8D), LEAN (VSM), Kaizen Projects within F&A vertica.

- Work as change agent and liaise with functional / vertical managers to accept and agree the need for change.

- Involve in defining SLA/KPI as per process scope, baseline the targets and finalize with internal and external stakeholders (Ensure metrics reflects true health of process end to end).

- Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen].

- Design, Develop and Deliver Quality on FnA product and process, in the area of Insurance business.

- Adhere to signed off Quality Standard Documents, Governance Plans and other prescribed regulations.

- Drive quality related activities, Calls / Back Office Calibrations with clients & internal team, FMEA, Risk & Compliance practices.

- Facilitate sharing of best practices from within and outside the organization and implement them.

- Driving VOC / CSAT / NPS actionable across the team and maintain/improve the scores.

- Take charge of internal meetings/client meetings/customer reviews/stakeholder meetings.

- Create and manage performance dashboards, which depict business and ops metrics clearly.

- Six Sigma Black belt certified.