Group Manager - Transactional Quality (Travel) - Mumbai - REF18093Y
Location
Mumbai | India
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. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.
Job Description
Key Responsibilities:
Quality Assurance Management:
- Develop and implement a comprehensive quality assurance program for airline back office and corporate travel management services
- Establish communicate and monitor quality standards performance metrics and key performance indicators KPIs
- Conduct regular quality audits and evaluations of processes transactions and customer interactions
Team Leadership
- Lead mentor and motivate a team of quality assurance professionals
- Provide coaching and training to ensure consistent and high-quality performance
- Foster a culture of accountability continuous improvement and teamwork within the quality team
Continuous Improvement
- Identify areas of improvement and work with cross-functional teams to implement enhancements
- Proactively address service gaps and implement corrective actions to prevent future issues
- Stay up to date with industry best practices and emerging trends to enhance our services Quality
Reporting
- Create and distribute regular quality reports to management highlighting performance trends areas for improvement and success stories
- Analyze data to identify root causes of quality issues and recommend solutions
Client and Stakeholder Communication
- Collaborate with clients to understand their quality expectations and feedback
- Act as a liaison between clients and internal teams to address quality concerns and implement improvements
Compliance and Standards
- Ensure compliance with industry regulations and quality standards
- Keep abreast of changes in regulations and standards to maintain compliance
Qualifications
- Bachelor’s degree
- Proven experience in quality management with a minimum of 5 or more years in airline back office and corporate travel management
- Strong knowledge of quality assurance methodologies and tool
- Excellent leadership interpersonal and communication skills
- Analytical and problem solving skills with the ability to interpret data and make data driven decisions
- Familiarity with Travel industry regulations and quality standards
- Certification in quality management e.g. Six Sigma Lean ISO 9001 is a plus
Job tags
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