Senior Group Manager - Transformational Quality

wnsglobalservices144

Pune, MH, India permanent

Posted: March 24, 2026

Quick Summary

We are seeking a highly motivated and experienced senior group manager with a proven track record of driving transformational quality in a fast-paced environment. This role requires strong leadership skills, excellent communication and problem-solving abilities, and a deep understanding of business process management best practices.

Job 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.

Drive reporting, insights, analytics and continuous improvement across multiple clients and locations. Own business / operational metrics for operations shop, be gatekeeper of metrics.Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen].Drive large Process Transformation initiatives leveraging Six Sigma, Lean and vba automation capabilitiesDrive digital dashboards using tools like PowerBI / Tableau etc., to enhance insights and analyticsDrive continuous improvement projects to improve process performance and / or generate QNS.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.Can conceptualize and implement Statistical Process Control (SPC) principles in the process.Open to stretch if needed to meet team and organizational goals.

Experience: 9 year and AboveEducational Qualification: Any Graduate/Post GraduateSix Sigma Black Belt Certified is a must

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