Adherence of Quality SLA’s and contractual agreements with internal & External stakeholdersPersonally monitoring assigned accounts, meeting the client SLA’s for the assigned accounts and ensuring client satisfaction, on a day-to-day basis.Each of his team members reporting to him/her achieves their targeted objectives with respect to Customer Delight and Service Levels. Should be able to dive continuous improvement for the set of engagements assignedManagement and coordination of operations, quality, and general administration of the assigned processes. Manpower planningHandling of External & Internal stakeholders and meeting the business requirements in terms of quality related deliverablesDeployment and Strengthen the Quality Assurance Framework for the BusinessTaking care of Baselining, Capacity Planning and Statistically validation of sample and Accuracy targets of the processIdentify and raise early alerts in terms of breaching the SLA metrics , Risk , Regulatory & Compliance requirementsComplete the Six Sigma & Lean Role Roadmap within the stipulated timeMeet Contractual commitments on productivityPrepare all team and client related reports for QualityKnowledge of Six-Sigma/ DMAIC approachShould have been in people management role for at least 5 years with previous experience in a quality role, for back office (Transaction Quality) and/or voice, for at least 2 years
Graduate in any discipline (Commerce Preferred)
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.