HCL - Deputy Manager - Quality

Be overall responsible for deploying and maintaining HCL DPO QMS and ensure conformance to ISO 9001:2015 and ISO 20000-1 and company's QMS & SMS requirements. Own end to end audit planning and execution effort for internal/external for all DPO programs & locations, accountable for entity certification. Incumbent will also be involved in service assurance initiatives, maintain a high and consistent level of support service quality across various projects within the firm to attain business outcomes & provide zero surprises to Operations. Required to work both as an individual contributor / collaborator with teams.

Location: Chennai & available to travel and work in flexible shifts as needed

Roles & Responsibilities:

- Ensure QMS documentation, updation and implementation across DPO inline with ISO 9001:2015, ISO 20000-1, company's QMS & SMS requirements

- End to end audit planning, leading & executing the internal/external audits for all DPO programs & locations

- Identify and document non-conformities and improvement opportunities

- Prepare audit report & review with stakeholders

- Monitor & maintain corrective actions and be responsible for timely gap fulfilment

- Analyze the audit results and recommend process improvements /best practices

- Liaison with External Certification body, internal audit team, top management of aligned programs/ functions status

- Design, deploy/ uplift the existing Service Quality framework for providing insights into the business conditions for enhancing process efficiency, improve quality and aide predictability of Operations Health

- Understand, define & monitor the business indicators (Lagging & Leading Indicators) and create Early Warning system

- Perform risk & controls assessment/FMEA and create propose a robust controls framework

- Create Process Health Dashboards & reports, perform ad-hoc analysis, and implement action plans

- Drive ongoing/ identified service assurance initiatives, continuous process improvement program

- Accountable for overall data accuracy, timeliness and overall quality of the overall work product

- MBA or PG degree preferably in Business Administration/Engineering

- Minimum 5 years of experience in auditing quality mgt. system for service industry across India and geographies. [Knowledge about Risk mgt. & controls/ information security knowledge will be an advantage]

- Excellent knowledge about service quality- both in Operations and support functions - Proven record of project managing auditing efforts

- BB certified/Trained & tested or GB certified

- International Standard Certification: Lead Auditor for ISO 9001: 2015 and/or ISO 20000-1 ITSM with deployment experience. Preferred: IATF 16949 certified, COPC knowledge

Indepth understanding of Quality management system and Operations and Support functions working

- Extensively audited Operations & support functions [HR, Recruitment, Administration, Procurement, Transport, Information security, Physical security, IT service management etc.] in service industry

- Hands-on experience in designing service quality assurance framework and process improvement initiatives

- Performed extensively Risk and controls assessment /FMEA - Sound understanding of business metrics & how support impacts those

- Excellent analytical, data visualization, problem-solving and advisory ability

- Excellent in Advanced MS-Excel, PowerPoint, Minitab, MS-Visio usage. Preference: SAP, Tableau knowledge

- Excellent project management ability