Group Manager – Transactional Quality

WNS; Iloilo; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

WNS, part of Capgemini, is seeking a Group Manager – Transactional Quality in Iloilo to lead quality teams, oversee audits, and drive continuous improvement in service delivery and client satisfaction. You will analyze defects, implement corrective actions, and collaborate with operations for standardized best practices.

The role emphasizes strong leadership, stakeholder communication, and a data-driven approach to monitoring key quality metrics in a fast-paced, on-site environment.

Qualifications

• Strong leadership and people management skills.
• Expertise in quality management, including transactional audits and root-cause analysis.
• Proficiency in data analysis and reporting with dashboards and metrics.
• Excellent communication and stakeholder management skills.
• Background in BPO/shared services or similar operations.
• Bachelor’s degree in business/management/statistics; quality certifications beneficial.

Responsibilities

• Oversee transactional quality frameworks to meet performance and compliance standards.
• Lead quality teams and review sampled transactions for defects and root causes.
• Analyze defects and implement corrective and preventive actions.
• Collaborate with operations leaders to design quality improvement plans and standardize practices.
• Monitor metrics and dashboards; prepare regular quality reports.
• Support audits and governance activities to drive continuous improvement and client satisfaction.

Skills

Leadership

Quality management

Data analysis

Stakeholder management

Communication

BPO/shared services experience

Education

Bachelor's degree in business/management/statistics

Six Sigma/Lean certification beneficial

Tools

MS Office (Excel, PowerPoint, Word)

Dashboards/metrics reporting

Job description

Company Description

WNS, part of Capgemini, is a global intelligent operations and transformation company powered by Agentic AI. The organization partners with more than 700 clients across multiple industries to co-create innovative, digitally led solutions that improve performance and support strategic growth. Its services span industry-specific offerings, customer experience, finance and accounting, human resources, procurement, and data-driven analytics. As of June 30, 2025, WNS has over 66,000 professionals operating from 64 delivery centers worldwide, including locations in the United States, the United Kingdom, Canada, Turkey, Poland, Romania, China, Costa Rica, Malaysia, the Philippines, South Africa, Sri Lanka, and India. Professionals joining WNS are part of a diverse, global team focused on solving complex operational challenges for leading organizations.

Role Description

The Group Manager – Transactional Quality is a full-time, on-site role based in Iloilo. This role oversees transactional quality frameworks, ensuring that operational processes, service delivery, and customer interactions meet defined performance and compliance standards. Day-to-day responsibilities include leading quality teams, reviewing sampled transactions, analyzing defects and root causes, and implementing corrective and preventive measures. The Group Manager collaborates with operations leaders to design quality improvement plans, standardize best practices, and monitor key metrics and dashboards. The role also involves mentoring team members, managing stakeholder communication, preparing regular quality reports, and supporting audits and governance activities to drive continuous improvement and client satisfaction.

Qualifications

• Strong leadership and people management skills, with experience guiding quality or operations teams and driving performance improvements.
• Expertise in quality management, including transactional audits, defect analysis, root cause identification, and implementation of corrective actions.
• Proficiency in data analysis and reporting, including working with dashboards, metrics, and MS Office tools (Excel, PowerPoint, Word) to present insights clearly.
• Excellent communication and stakeholder management skills, with the ability to coordinate across operations, clients, and support functions.
• Background in business process outsourcing, shared services, or similar operations environments; experience in customer service or back-office processes is an advantage.
• Bachelor’s degree in business, management, statistics, or a related field; quality certifications (e.g., Six Sigma, Lean) are beneficial.
• Proven ability to work on-site in a structured, fast-paced environment in Iloilo, manage multiple priorities, and deliver results under timelines.
• Strong problem-solving mindset, attention to detail, and commitment to continuous improvement and compliance with organizational policies.