General Manager - Transformational Quality

WNS Global Services; Pune District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

WNS Global Services, part of Capgemini, seeks a General Manager - Transformational Quality to lead reporting, analytics and continuous improvement across multiple clients across locations. Drive large transformation initiatives leveraging Six Sigma, Lean and VBA automation, and develop digital dashboards to enhance insights and KPI performance.

The role focuses on owning operational metrics, ensuring SLA compliance, reducing errors, and sharing best practices while driving VOC/CSAT/NPS

Qualifications

• Experience leading transformational quality initiatives.
• Knowledge of Six Sigma, Lean and VBA automation.
• Ability to design and manage real-time dashboards.

Responsibilities

• Drive reporting, insights, analytics and continuous improvement across multiple clients and locations.
• Own business / operational metrics and ensure SLA adherence and low error rates.
• Drive digital dashboards using PowerBI / Tableau to enhance insights.
• Facilitate sharing of best practices and drive VOC/ CSAT/ NPS improvements.
• Lead internal and client meetings and manage performance dashboards.
• Apply Statistical Process Control principles to processes.

Skills

Six Sigma

Lean

VBA automation

PowerBI

Tableau

Statistical Process Control

Tools

PowerBI

Tableau

Excel

Job description

General Manager - Transformational Quality

• Full-time

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

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