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Process Excellence Senior Manager

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

Job Summary
  • The Black Belt shall function as a change agent in the relevant business area and shall be responsible for:
    • Driving quality deployment in the Delivery Centre
    • Driving customer Impact Projects
    • Driving Six Sigma and Lean Deployment
    • Driving QNS for the aligned area
    • Driving SLA adherence / Customer CTQ ¿ ensuring all parameters are met and corrective and preventive actions are taken
    • Driving VOC/ CSAT / NPS actionable across the team and maintain/improve the scores
    • Driving inputs from VOC/ CSAT / NPS for improvements
    • Contribute and present in client/customer reviews/meetings
    • Adhere to compliance to Quality standards (ISO)
    • Do goal setting with the team and ensure effective and measurable reviews   and feedback mechanisms (MRM, Operations-review, dashboards, BQC¿s)
    • Follow appraisal and feedback mechanism
    • Driving Continuous Improvement projects
    • Initiate and best practice sharing across the team
    • Driving people development by aligning to the Quality DNA program
    • Driving culture of data based decision making
    • Adherence and completion of WNS Quality Role Roadmap requirements.
    • Will also manage a team of Quality Analysts and will be responsible for coaching, mentoring and guiding the team to achieve quality goals and targets.
  • Candidate must possess at least a Bachelor's/College Degree in any field or equivalent experience (Graduate in Commerce or Finance – preferred).
  • Must have excellent knowledge in Excel, Word, Powerpoint & Minitab.
  • Must have good analytical skills, communication & negotiation skills.
  • Should be excellent in stakeholder management (internal & external) & change management.
  • Should have team handling skills (ability to work with people and teams of diversified or different priorities.
  • Must be willing to travel across sites & locations (locally or abroad).
Must be Six Sigma Black Belt Certified, or at least Green Belt Certified with Black Belt training


PHP 1M – 1.9M