Group Manager - Transactional Quality (Fintech/ BFS / AML/KYC/Financial Crime & Compliance) - GGN - NH8 - REF105955K_2026263868

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.

• 7–11 years of experience in QA / Customer Service / BFS / FinTech/ BPO leadership roles.

• Proven experience in team leadership and stakeholder management.

• Well-versed in compliance and customer experience frameworks and industry best practices.

• Excellent analytical, reporting, and presentation skills.

• Experience in driving process improvements and governance.