Senior Group Manager - Transactional Quality and Training

Job description

Job Purpose and Role Lead the Training and Transaction Quality functions for the Account(s), building an integrated capability that converts quality insight into learning action — enabling the business(s) with cutting-edge knowledge management and quality assurance practices to meet and exceed business, compliance and customer experience goals. Primary Duties & Responsibilities Leadership & Strategy Develop and lead a combined team of highly competent Training and Transaction Quality professionals delivering best-in-class learning and assurance outcomes to the Account(s). Own the integrated Quality–Training operating rhythm: ensure quality findings, RCA themes and customer feedback systematically drive TNI, curriculum refresh and coaching interventions. Be the Practice and Thought Leader for cutting-edge solutions that drive business performance improvement for the Account(s). Be the ambassador for the latest and most innovative practices and technology, and implement best practices across both functions. Lead and develop a high-performing team supporting the Account(s), with clear succession and capability pipelines. Training Plan, execute and monitor all training and development interventions — new hire, cross-skill, up-skill, refresher and leadership development — to enhance team and operational excellence. Drive training efficiency and effectiveness through the Training Metrics (throughput, speed-to-proficiency, certification pass rates, early-life attrition, training ROI). Drive strategy for content management and instructional design using the latest technology and practices — digital learning, simulation, AI-assisted content and assessment — to stay ahead of the competition. Drive ROI for the learning investment in people and the value delivered to the business. Transaction Quality Own the end-to-end quality assurance framework for the Account(s) — sampling design, evaluation forms, scoring methodology, calibration governance and audit coverage across contact centre and back-office processes. Drive quality metrics and outcomes: internal and client quality scores, critical/fatal error rates, accuracy, first-time-right, CSAT/NPS and DSAT reduction, complaint and regulatory-breach avoidance. Institutionalize robust Root Cause Analysis (5-Why, Fishbone, Pareto) and ensure corrective and preventive actions are closed with measurable impact. Lead calibration with clients, operations and support functions to ensure scoring consistency and a single version of the truth. Deploy analytics-led assurance — speech/text analytics, AI-assisted audit, automated sampling and dashboarding — to move from sample-based inspection toward full-population intelligence. Own quality compliance and audit readiness for the Account(s), including regulatory, client and internal audit requirements, and drive governance on audit commitments and controls. Drive continuous improvement and business excellence projects (Lean / Six Sigma / Kaizen) that deliver measurable productivity, cost and CX benefits. Client & Stakeholder Management Act as the senior Training and Quality interface for client leadership; own governance decks, business reviews and improvement commitments. Partner with Operations, Transitions, Solutions and Bid teams to represent the Training & Quality proposition in new business, expansions and transitions. Desired Experience and Skills Matric Overall work experience of minimum 12 years; minimum 6 years in Training and/or Transaction Quality, with demonstrated leadership of both functions Should have experience in supporting training and quality for contact centre and back-office processes Experience in training digitalization and in deploying analytics or AI-led quality assurance Knowledge and experience of Six Sigma (Green Belt / Black Belt certification preferred), Lean, Agile methodology, and a demonstrated digital mindset Working knowledge of quality management systems and industry frameworks (e.g., COPC, ISO), and of regulatory/compliance expectations relevant to the vertical Strong data storytelling and executive communication skills; comfortable presenting to client and internal senior leadership Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and adapts to WNS Values Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid changes Matric 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.