WNS - Group Manager - Quality/Transactional Quality - Travel Domain

Group Manager - Quality - ( Transactional Quality - Travel Domain )

JD :

Mandatory Skills :

- Minimum 5 to 6 yrs work experience in Travel Domain in Airline Fare Audit Domain & Refunds Mandatory, with Transactional Quality work experience in a Back Office / Blend Process & in a team role, CRS, BSP/ARC knowledge.

Key Responsibilities/Accountabilities :

- Drive transactional Quality for Fare Audit & Refunds process,Drive SLA & Client deliverables.

- Should have good client relationship (both internal and external)

- Identify Trend & business insights, Solution identification for Process, People & System Improvements.

- Assist the leadership team & reporting manager drive various improvements, project management and SLA .

- Reports with analysis are made accordingly to keep management informed of the state of the team

- Drive quality initiatives, such as SLA dash boards, Calibration, FMEA, Risk & Compliance Mitigation, Drive performance excellence through defined methodologies.

- Analytical skills, attention to details, client focus, initiative and drive for process improvement and change management. Ability to break bigger business problems into smaller ones, identify solution and drive it.

- Ensures that SLAs in Quality are met

- Supervise Assistant/Deputy Managers - Quality

- Designs and drives KPIs and KRAs of the team

- Coordinates with all departments in implementing Quality Programs

- Deploy QDNA for self, quality team and the SDU.

- Plans for manpower requirements and implemented right sizing of the department when needed

- Performance review & reports published to team, stake-holders and leadership team

- Develop the quality team in accordance to the quality roadmap

- Perform other duties that may be assigned from time to time

Knowledge/Qualifications/ Competency :

- Any Graduate/PG .

- Good Communication / Presentation Skills .

- Microsoft Office skills high

- Knowledgeable in Quality tools

Special Role Requirement :

- Willing to travel across sites & locations

- Willing to be flexible in addition to the WNS mandated working hours

- Accuracy & integrity in data handling

- Ability to work with people and teams of diversified / different priorities

- Ability to present/ address in public