SeniorManager

Essential Functions

Build a strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience.

Analyze business processes and assist in identifying problems and mitigating plans for quality improvement.

Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardization across all clients.

Be well informed on the developments in process improvement programs and contribute in implementing business strategy for positive customer experience.

Business development and solution in select areas; support in RFP, RFI responses from quality perspective. You will be responsible for set up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements.

Facilitate the sharing of best practices from within and outside the organization and implement them

Planning and managing budget and resource allocation for the assigned vertical

Primary Interactions

Enabling functions

Transitions

Operations

Clients

Others as may be required

Organizational Relationships

Reports To: AVP or VP – Quality Excellence

Supervises: Quality Compliance Assistant Managers, Lead assistant managers and managers

Technical Skills

Excellent working knowledge of MS Office

Possess in-depth knowledge and skill of Six Sigma, Lean methodology (Minimum GB certified / BB trained resource)

Proficient with flowcharts / process design / mapping

Quality knowledge to solve a range of problems

Process Specific Skills

Knowledge of Transport and Logistics domain – BO and Voice

Knowledge of quality assurance

Working knowledge of Transaction Monitoring

Project management skills and ability to lead in a continually challenging environment

Soft Skills

Functional

Operational planning and process management to effectively plan, prioritize and execute everyday QC operations

Knowledge of quality, process improvements, etc.

Consulting mindset

Leadership

Strategic focus and strong business acumen

Demonstrates a global mindset

Demonstrates an agile, analytical approach and thought process

Team management experience

General

Conformance to policies / compliances with auditing skills

Ability to coach and give feedback on an ongoing basis

Interviewing skills

Strong written and verbal communication Skills.

Works at keeping the team strong and motivated: boost team morale and productivity

Education

• Graduate degree is a must degree in a quantitative discipline is preferable
• MBA preferred but not essential
• GB Certified / BB Trained from recognized institute

Work Experience

Minimum 10+ years of total work experience

Must have 5+ years of direct team management experience with demonstrated success and financial results

Must have 5+ years business/operations experience with at least 2-3 years of relevant experience in BPO

Must have 7+ years quality experience - Six sigma & Lean tools and methodologies, Process improvements and project execution