Group Manager - Transactional Quality (PTP/RTR/OTC) - PCT - Chennai - REF99254X_2026241905
Core
Managing transactional quality operations (PTP/RTR/OTC) to achieve SLA targets and drive process improvements for clients.
Role type
Group Manager - Transactional Quality
Builds
Quality processes and customer satisfaction metrics for clients in Banking, Financial Services, Healthcare, Insurance, Shipping, Logistics, and Travel.
Domain
Business Process Outsourcing (BPO) / Intelligent Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
SLA management, process improvement, team coaching and motivation, client engagement, Voice of Customer (VOC) management, workforce management, performance reviews, Six Sigma deployment, KPI deployment, analytical skills, attention to detail, English communication (spoken/written), customer centricity.
Preferred skills
Ability to anticipate business changes and mitigate risks, planning and mentoring continuous improvement initiatives, BPET roadmap completion, calibration exercise management.
Technologies
None explicitly stated.
Responsibilities
Achieve and exceed SLA targets, drive process improvements to meet customer requirements, anticipate client business changes and mitigate risks, coach and promote key staff, engage with clients to identify business opportunities, ensure staff receive personal development training, handle and solve customer problems, manage workforce, engage clients on new products and industry changes, conduct performance reviews with clients, monitor and drive calibration exercises, deploy KPIs for TQ resources.
Seniority
Manager, team leadership and client-facing strategy.