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Group Manager - Transactional Quality (Fintech/ BFS / AML/KYC/Financial Crime & Compliance) - GGN - NH8 - REF105955K_2026263868
WNS Global Services · Gurgaon, Haryana, India
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Job Description The Group Manager – Quality is responsible for leading quality strategy, governance, and performance across Risk Ops and User Ops. The role involves managing multiple teams, defining quality frameworks, and driving large-scale improvements aligned with business and client expectations. Responsibilities
- Own end-to-end quality framework across Risk Ops and User Ops.
- Define quality metrics, sampling approaches, and governance models.
- Lead multiple QA teams and ensure delivery of quality KPIs.
- Drive stakeholder engagement with Operations, Training, and clients.
- Lead performance reviews, audits, and governance forums.
- Identify strategic improvement areas and drive transformation initiatives.
- Ensure consistency in QA processes, calibrations, and audit standards.
- Implement best practices in quality management and customer experience.
- Drive accountability for quality, CSAT, and compliance.
- Mentor Assistant Managers and Deputy Managers.