Company Description

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 Description

Vertical: - Travel

Role: - Team Manager 

Travel Management Corporate - Ticketing / Refunds/Exchanges / Schedule Changes.

Key Responsibilities:

Quality Assurance ManagementDevelop and implement a comprehensive quality assurance program for airline back office and corporate travel management servicesEstablish communicate and monitor quality standards performance metrics and key performance indicators KPIsConduct regular quality audits and evaluations of processes transactions and customer interactionsTeam LeadershipLead mentor and motivate a team of quality assurance professionalsProvide coaching and training to ensure consistent and high quality performanceFoster a culture of accountability continuous improvement and teamwork within the quality teamContinuous ImprovementIdentify areas of improvement and work with cross functional teams to implement enhancementsProactively address service gaps and implement corrective actions to prevent future issuesStay up to date with industry best practices and emerging trends to enhance our services QualityReportingCreate and distribute regular quality reports to management highlighting performance trends areas for improvement and success storiesAnalyze data to identify root causes of quality issues and recommend solutionsClient and Stakeholder CommunicationCollaborate with clients to understand their quality expectations and feedbackAct as a liaison between clients and internal teams to address quality concerns and implement improvementsCompliance and StandardsEnsure compliance with industry regulations and quality standardsKeep abreast of changes in regulations and standards to maintain compliance

QualificationsAny Graduate/PG/MBA.Strong knowledge of quality assurance methodologies and toolExcellent leadership interpersonal and communication skillsAnalytical and problem solving skills with the ability to interpret data and make data driven decisionsFamiliarity with Travel industry regulations and quality standardsCertification in quality management e.g. Six Sigma Lean ISO 9001 is a plus

Additional Information

Shifts: - US/UK Shifts

Mode of work: - 5 days WFO