Senior Group Manager - Transactional Quality

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

 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 Ready to work on New RFP ‘s and Deals  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 vertical 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.

Qualifications

B.Com/M ComSix Sigma Black belt certified preferred

Additional Information