Senior Group Manager - Transctional Quality - Travel

Job Description Job Purpose and Role Lead 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU Primary Duties & Responsibilities - Lead and develop a high-performing team supporting Account/s and provide exceptional quality assurance services to WNS clients - Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management - Redesign & deploy sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance - SLA baselining, predictive SLA monitoring & reporting - Provide thought leadership, creative solutions & leverage problem solving techniques to drive continuous improvement - Serve as an integral part of the enterprise ecosystem by participating in strategic projects, RFPs, Client visits - Digitalization of Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework - Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience - Demonstrate Leadership Behaviors (e.g. Enterprise Thinking, Effective and Quick Decision Making, Making Collaboration Essential) - Foster a spirit of continuous learning & collaboration across teams Desired Experience and Skills - Overall work experience of minimum 12 yrs.; minimum 6 yrs. experience in Quality - Lean Six sigma Black belt certified - Experience in automation of aspects of Quality function - Knowledge & experience of Agile methodology & demonstrate a digital mindset - Should have analytical bent of mind along with lateral thinking. - Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and WNS Values - Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change