Senior General Manager - Quality (BPO) at WNS Global Services

Job Description

Job Purpose and Role

As a Quality Leader in a global, multi-geo Business Process Management (BPM) operation, you will drive quality excellence and business transformation across global span. Leading Six Sigma and Digital Innovation, you’ll foster a culture of continuous improvement, integrate AI and automation, and ensure exceptional client outcomes. This strategic role demands a visionary leader to align quality initiatives with business goals, optimize processes, and empower teams across multiple delivery centers.

• Drive Quality Culture: Champion a culture of excellence, embedding Six Sigma (DMAIC, DMADV, DFSS) and Lean principles to promote best practices and recognize high performance.
• Lead Quality Function Transformation: Spearhead process redesign using Agile, Scrum, and Business Process Reengineering (BPR), integrating RPA, AI, and NLP to enhance efficiency and reduce costs. Work towards integration of AI in the Quality function, automating proactive monitoring and issue resolution to enhance delivery efficiency, reduce costs, and establish a next-gen QA framework.
• Optimize Delivery Processes: Apply Six Sigma methodologies to analyze transactional quality metrics, eliminate waste, and achieve SLA compliance across global operations.
• Harness Business Intelligence: Leverage BI Tools to deliver actionable insights, driving data-informed decisions and operational improvements.
• Ensure Quality Assurance: Oversee SOP development, conduct internal/external audits, and maintain compliance with industry standards.
• Manage Stakeholders: Build trusted client relationships, aligning quality strategies with client needs to boost satisfaction and retention.
• Lead and Mentor Teams: Empower a global quality team, providing Six Sigma training, mentorship, and strategic direction to meet organizational goals.

Qualifications

Skills and Qualifications

• Certifications: Six Sigma Master Black Belt (mandatory); Certified Scrum Master (CSM) or equivalent preferred.
• Experience: 15+ years in customer service/BPM, with 10+ years leading quality or transformation in multi-geo operations.
• Technical Expertise: Proficient in Power BI, Tableau, RPA (e.g., UiPath), and AI/NLP applications; experience with process automation and analytics.
• Analytical Acumen: Strong data analysis skills to derive insights and drive process improvements.
• Leadership: Proven ability to lead diverse teams, manage P&L, and deliver measurable outcomes (e.g., cost savings, efficiency gains).
• Communication: Exceptional interpersonal skills to engage clients and stakeholders effectively.
• Adaptability: Agile mindset to navigate complex, fast-paced environments and manage competing priorities.