Senior General Manager - Quality (BPO)

Company Description WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400 global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation for over 15 years, with offices in Cape Town and Johannesburg, and employees exceeding 2000. WNS South Africa offers services in various industries and supports global clients in achieving their business objectives. Job Description The Senior General Manager - Quality will be responsible for leading and driving the Quality agenda for a key client engagement. This role will involve strategic planning, implementation, and management of quality initiatives to ensure service excellence and adherence to client requirements. Key Responsibilities: * Develop and implement a comprehensive quality strategy aligned with client expectations and business goals. * Lead and manage a team of quality professionals, providing guidance, coaching, and performance management. * Oversee the design, implementation, and maintenance of quality management systems and processes. * Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and drive corrective actions. * Conduct regular audits and assessments to ensure compliance with quality standards and client requirements. * Collaborate with cross-functional teams to identify and address quality issues. * Drive continuous improvement initiatives to enhance service delivery and customer satisfaction. * Stay updated on industry best practices and emerging trends in quality management. * Prepare and present quality reports and dashboards to stakeholders. * Manage client relationships, addressing quality-related concerns and ensuring client satisfaction. * Ensure compliance with relevant regulatory requirements. Requirements: * Bachelor's degree in a related field (e.g., Business Administration, Quality Management). * Minimum of 10 years of experience in quality management within the BPO industry. * Proven track record of developing and implementing successful quality programs. * Strong leadership and people management skills. * Excellent communication, interpersonal, and presentation skills. * In-depth knowledge of quality management principles and methodologies (e.g., Six Sigma, Lean). * Experience with quality audits and assessments. * Strong analytical and problem-solving abilities. * Ability to work effectively in a fast-paced, dynamic environment. * Client-focused with a strong understanding of client needs and expectations. * Experience working with global clients. * Relevant certifications (e.g., Six Sigma Black Belt, Quality Manager) are a plus. Benefits: WNS offers a comprehensive benefits package.