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- Ensure continuous adoption of best practices to enhance efficiency and effectiveness of a top-tier shared service center.
- Lead the Business Excellence aspect of the business strategy, overseeing the team through effective governance, strategic leadership, and managing operational interfaces.
- Serve as a role model in management and leadership practices.
- Oversee the team's budget by collaborating with the Migrations, sales, and Service delivery teams to enable a swift stabilization of all transition activities.
- Support development and maintenance efforts to deliver quality training to frontline staff, Lead a team - Implement measures to enhance transactional quality (agent level accuracy scores), Collaborate with operations and training teams to devise comprehensive action plans for quality enhancement, including analyzing paretos, top error trends, top defaulters, designing refresher training programs, Introduce new metrics to drive operational excellence.
- Conduct quality assessments with various stakeholders such as operations, clients, senior management, Establish standardized best practices for quality monitoring at all locations.
- Key Responsibilities: Enhance process understanding and skills on the shop floor using the TNI Mechanism. Offer guidance and recommendations to customers regarding their current workflow design and potential impacts.1. Implement actionable VOC initiatives, enhance customer CTQ's, and meet quality targets through Quality Initiatives.2. Ensure Quality Transition Deliverables for any new client additions3. Drive ongoing enhancement of work processes, documentation, and services 4. Risk Management5. Utilize Quality Tools to evaluate staff performance and identify areas for development 6. Take full responsibility for process compliance with standards (e.g., ISO)7. Implement continuous improvement efforts using DMAIC methodologies8. Adhere to Quality Standards compliance (e.g., ISO) Conduct Internal Audit and assist during External Audits Manage SLA Performance metrics like CCRP, Accuracy Scores. Foster Client Relationships and lead strategic Quality projects.
- Experience in Travel, Shipping, and Logistics Projects within the BPO sector is a plus.
Group Manager - Nashik, India - WNS Global Services
Description
Job DescriptionThe role will play a crucial part in stabilizing each migration process.
Knowledge/Qualifications: Graduate with Black Belt Certification Trained in ISO / QMS / COPC Work Experience: 3+ Years in Quality / Six Sigma roles. Experience in Data Process Service Quality. Proficiency in statistical concepts. Experience in driving and mentoring Lean/Six Sigma/ business projects and initiatives.