WNS Senior Group Manager GM Senior GM Transaction Quality

  • 10-20 yrs
  • Not Disclosed

Job Description

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