Job type full-time regular / permanent
Full job description
Job description
Company description
Wns (holdings) limited (nyse: wns), is a leading business process management (bpm) companyWe combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industriesWe 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 clientWe co-create and execute the future vision of 400+ clients with the help of our 44,000+ employeesOur global footprint spans 16 countries with 61 delivery centers worldwide including in china, costa rica, india, the philippines, poland, romania, south africa, spain, sri lanka, turkey, united kingdom and the united states.
Lead `next-gen` shared services quality organization by consistently `raising-the-bar` on service-delivery standards & enable low-risk & zero-surprises bau
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.gEnterprise thinking, effective and quick decision making, making collaboration essential)
Foster a spirit of continuous learning & collaboration across teams
Create and drive process excellence transformation roadmap & projects
Help client organizations realize business objectives by driving process improvements, end to end transformations, rpa, analytics and other levers.
Work closely with internal stakeholders and client contacts to develop, co-create and lead their transformation journey across multiple accounts.
Liaise with technology, transitions, capability and other internal functions to provide end-to-end solutions.
Responsible for execution, closure and quantification projects for aligned accounts, in line with client expectations.
Drive contractual productivity, gap assessment, and work with account leaders to address.
Work collaboratively with teams to perform due diligence and work across design, development, testing phases for effective automation solution implementation
Take responsibility for project activities including work estimation, planning, stakeholder management and project quality
Skilled in due diligence exercises and identifying, analyzing, designing, developing, implementing and maintaining automation solutions for a variety of processes for a bpo/bpm organization
Drive voc actionable across the team and maintain / improve scores.
Contribute and present in client/customer reviews/meetings.
Creating various approaches, negotiating and fostering relationships with internal and external partners
Create business cases, make recommendations regarding benefits, financials, risks, contractual requirements and the long-term sustainability of initiatives
Complex change management through collaborating and influencing
Skills/experience required:-
Lean six sigma black belt certification preferred but not mandatory.
Exposure to robotic process automation (rpa) in bpo/ites environment
Business acumen and strong result orientation
Excellent communication and project management skills
Ability to create powerful presentations, business cases and white papers
Very resilient and lateral thinking capability
Strong stake holder and relationship management skills and dealing with senior executives
Previous experience in leading transformation projects
Highly self-motivated, proactive and eager to develop new capabilities in evolving role.
Qualifications
Graduate / post graduate
Overall work experience of minimum 15 yrs.; minimum 6 yrsExperience 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
Job detail
Job id jd1988910
Industry not mentioned
Total positions 1
Job type: full time
Salary: not mentioned
Employment status permanent
Job location nashik, maharashtra, india
Education not mentioned
Experience year
Hiring insights
Job activity
Posted 7 days ago