General Manager - Transactional Quality at WNS Global Services

Job Description

• 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 processes
• Plan, 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 trends
• Ensure compliance of all quality control documentation, document change activities and record retention requirements
• Work 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 accounts
• Lead client conversations on accuracy and SLA compliance, ensure effective coaching and feedback, audit sampling, and other TQ methodologies are adequately designed and implemented
• Mentor 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 improvements
• Identify opportunities to rationalize QA effort, and automation of QA activities. Liaise with Technology, Transitions, Capability and other internal functions to provide end-to-end solutions
• Take responsibility for project activities including work estimation, planning, stakeholder management and project quality Drive inputs from VOC for SLA / Accuracy / Quality Improvements
• Contribute and present in client/customer reviews/meetings
• Creating 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 initiatives
• Complex change management through collaborating and influencing

Qualifications

• Graduate, preferred prior experience of Insurance domain and TQ.