General Manager - Quality - South Africa
WNS Global Services
Cape Town, WC, ZA
6d ago

Job Purpose and Role

Lead 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU

Primary Duties & Responsibilities

  • Lead and develop a high-performing team supporting multiple Accounts and provide exceptional quality assurance services to our clients
  • Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
  • Predictive SLA monitoring & reporting
  • Provide thought leadership, creative solutions & leverage problem solving techniques to drive continuous improvement
  • Serve as an integral part of the enterprise ecosystem by participating in strategic projects, RFPs, Client visits
  • Digitalization of Quality Assurance Delivery embed Digital tools to strengthen audit mechanism
  • Demonstrate Leadership Behaviors (e.g. Enterprise Thinking, Effective and Quick Decision Making, Making Collaboration Essential)
  • Foster a spirit of continuous learning & collaboration across teams
  • Qualifications

  • Bachelor’s Degree in Engineering, Statistics or Mathematics
  • Certified Six Sigma Black Belt or Master Black Belt
  • Two or more years of experience using Operational Excellence and Continuous Improvement methods (LEAN, Six Sigma, TQM)
  • Two years exposure to BPO industry
  • Two years’ experience in Managing Projects within large corporate
  • Experience in automation of aspects of Quality function
  • Knowledge & experience of Agile methodology & demonstrate a digital mindset
  • Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and WNS Values
  • Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change
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