General Manager - Transformational Quality

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

Job summary

WNS is seeking a data analytics professional to drive reporting, insights, and continuous improvement across multiple clients and locations in Pune. You will own operations metrics, ensure SLA adherence, and lead Six Sigma/Lean projects with VBA automation to reduce errors and optimize processes.

The role involves building digital dashboards with Power BI and Tableau, facilitating best practices, and driving VOC/CSAT initiatives while coordinating with clients and internal stakeholders.

Qualifications

• Lead process transformation initiatives using Six Sigma and Lean methodologies.
• Drive monitoring of operational metrics and KPIs across multiple clients.
• Facilitate sharing of best practices and drive continuous improvement.

Responsibilities

• Drive reporting, insights, analytics and continuous improvement across multiple clients and locations.
• Own business / operational metrics for operations shop; gatekeeper of metrics.
• Drive large Process Transformation initiatives leveraging Six Sigma, Lean and vb a automation capabilities.
• Drive digital dashboards using PowerBI / Tableau to enhance insights and analytics.
• Facilitate sharing of best practices and implement them.
• Drive VOC / CSAT / NPS actionable across the team and maintain scores.
• Create and manage performance dashboards depicting business and ops metrics clearly.

Skills

Six Sigma Black Belt

Tools

Power BI

Tableau

VBA

Job description

Job Description:

Company Description

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.

Job Description

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

Qualifications

six sigma black belt