WNS (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.
Job DescriptionManage end to end Quality for the aligned Finance and Accounting (FnA) processes, including new hire and BAU intervention.Lead a team of Quality Analysts & leads.Ensure the QA team deliverables are executed timely and accurately.Devise sampling strategy, Calibration method, ISO compliance, Customer complaint / Incident management across all processes and ensure team meets client’s expectations.Identify and drive continuous improvement projects to improve process & business performance.Lead or Mentor Six Sigma (DMAIC/8D), LEAN (VSM), Kaizen Projects within F&A vertical.Work as change agent and liaise with functional / vertical managers to accept and agree the need for change.Involve in defining SLA/KPI as per process scope, baseline the targets and finalize with internal and external stakeholders (Ensure metrics reflects true health of process end to end).Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen].Design, Develop and Deliver Quality on FnA product and process, in the area of Insurance business.Adhere to signed off Quality Standard Documents, Governance Plans and other prescribed regulations.Drive quality related activities, Calls / Back Office Calibrations with clients & internal team, FMEA, Risk & Compliance practices.Facilitate sharing of best practices from within and outside the organization and implement them.Driving VOC / CSAT / NPS actionable across the team and maintain/improve the scores.Take charge of internal meetings/client meetings/customer reviews/stakeholder meetings.Create and manage performance dashboards, which depict business and ops metrics clearly.QualificationsB.ComGreen Belt Certified (Manadatory)Black Belt (Preffered)