Deputy Manager - Transactional Quality - REF85370H_2025188408 - Mumbai - Plant 10/11

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

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  Should be well versed with the Finance & Accounting functional knowledge in PTP/ OTC/RTR

.• Understand the overall flow of the F&A business and should be well versed with the entire cycle of domain• Should be able to communicate with the client and internal stakeholder.

• Maturity in handling customers and work in a multi culture/process environment.
• Should have good working knowledge of Transaction Quality systems, tools and technologies. End to end domain knowledge.
• Drive continuous improvement projects, Brainwave ideas, Kaizen to improve current process performance.
• Need to have ability to train and mentor on multiple quality & improvement concepts, areas and projects
• Daily, Weekly & Monthly reporting
• Manage and lead a team of Quality resources and managers to drive accuracy and SLA compliance for current processes.
• Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors and customer escalations.
• Driving VOC and CSAT actionable across the teams, verticals, locations and maintain or improve the scores.
• Providing effective feedback to all processers.
• Working on Bottom performers to bring them up.
• Drive quality related activities - Calibrations with clients & internal team, FMEA, Risk & Compliance practices.
• Actively involved in internal meetings/client meetings/customer reviews/stakeholder meetings from performance & CSAT improvement perspective
• Worked in OTC team having Accounts Receivable process knowledge
• Knowledge of Cash Applications
• Knowledge of Customer Creations
• Knowledge of Invoicing
• Knowledge of OTC domain in Media and Entertainment business
• Good Communication Skills ( Internal and External )

• Analytical Skills• Proficiency in MS Office

• Stakeholder Management
• Strong OTC domain knowledge
• Accuracy & integrity in data handling
• Ability to work with people and teams of diversified / different priorities
• Business intelligence and strong result orientation
• Very resilient and lateral thinking capability & experience in advance quality planning
• Strong stake holder and relationship management skills and dealing with senior team members.
• Highly self-motivated, proactive and eager to develop new capabilities in evolving role

Commerce Graduate