WNS - Senior Group Manager/GM/Senior GM - Transaction Quality

WNS - Transaction Quality Role - Sr. Group Manager / General Manager / Sr. General Manager (10-20 yr)

Looking for Sr. Group Manager / General Manager / Sr. General Manager (Transaction Quality)

Overall Purpose :

This role is responsible for designing, development, standardization & deployment of WNS Transaction Quality Management Model. This includes but is not limited to creating the TQ Guidelines, Policy, Procedures, Standards, Tools, TQ Platform/workflow etc .Hence forth referred to as TQ Playbook.

The incumbent will define policy, procedures, frameworks and standards (both mandatory & optional) for :

- Mitigation of operational risks for each process

- Quality assurance to internal & external customers

- Balance the conflicting objectives of Cost on one hand and Risk mitigation & quality assurance on the other

- Define policy, procedures & standards for WNS QA teams

- He/she will work closely with ERM, BU Ops & BU Quality teams across all accounts globally.

Note : TQ Playbook refers to TQ Framework / Standards / Policy / Procedures / Guidelines / Tools etc

Key Accountabilities :

Create & periodically update TQ Playbook in consultation with BU Ops, BU Quality and Risk Teams :

- Design, Develop, Standardize of WNS TQ Management Model

- Draft mitigation plan for risks in TQ Playbook along with exception handling procedures

- Share mandatory & optional actions for risk mitigation through TQ Playbook

- Set common minimum standards for Quality Assurance

- Define ratio for TQ to Ops HC and Profile of TQ resources for various kinds of processes

- Share best practices for risk mitigation & quality assurance in TQ Playbook

Operationalize the TQ Playbook across WNS Operation globally in partnership with BU Quality & Ops Teams :

- Deploy TQ Playbook in all accounts globally thru the BU Quality & Ops teams

- Ensure effective implementation especially in high risk processes

- Ensure adequate guidance for managing high risk processes and controls to mitigate risks

- Enable WNS to manage twin (sometimes conflicting) objectives of mitigating Ops risk and reducing associated cost (cost of TQ)

- Work with ERM & Ops teams to strike the right balance between risk reduction and cost

- Design and development of standard TQ governance and reporting solution

- Act as TQ knowledge center for WNS and develop standard TQ solutions for new deals

- Defining policy, procedures & standards for WNS QA teams

Key Competencies :

- Strong understanding of various Transaction Quality models

- Strong Change management skills

- Ability to manage/lead large project(s)

- Detail oriented and analytical approach

- Have mindset to improve or transform processes

- Black Belt trained

- Good communication skills & influencing skills. Should be able to communicate with internal stakeholders from different back grounds, experience levels & seniority