Job Description

General Manager - Transactional Quality - Cape TownCompany DescriptionWNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.The Individual is responsible to drive high levels of Customer & Applicant satisfaction by monitoring transactions across our service lines and gathering and analyzing the Voice of Customer in order to drive improvements Manage and lead a team of Transactional Quality resources and Managers, and drive accuracy and SLA compliance for INS processesPlan, direct or coordinate quality assurance program across all sites Develop, Implement and review statistical analysis that identifies defects, exceptions to quality processes, test methods, service and trendsEnsure compliance of all quality control documentation, document change activities and record retention requirementsWork as a point of contact to drive conversations with Stakeholders and Account leaders, to ensure appropriate staffing, training, utilization and effectiveness of TQ function for aligned accountsLead client conversations on accuracy and SLA compliance, ensure effective coaching and feedback, audit sampling, and other TQ methodologies are adequately designed and implementedMentor the team in remediation of high impact errors, root cause analysis. Work closely with Operations, Compliance, Training, Products and Technology teams to prioritize and drive ideas for process improvementsIdentify opportunities to rationalize QA effort, and automation of QA activities. Liaise with Technology, Transitions, Capability and other internal functions to provide end-to-end solutionsTake responsibility for project activities including work estimation, planning, stakeholder management and project quality Drive inputs from VOC for SLA / Accuracy / Quality ImprovementsContribute and present in client/customer reviews/meetingsCreating various approaches, negotiating and fostering relationships with internal partners Create business cases, make recommendations regarding benefits, financials, risks, contractual requirements and the long-term sustainability of initiativesComplex change management through collaborating and influencingQualificationsGraduate, preferred prior experience of Insurance domain and TQ.

JTJ Group