Leadership Role - Senior Quality Lead - Order Management

EXPERIENCE / SKILLS / EDUCATION:

Work Experience Min : 10 Years to 18 Years

Skills must have MBB or BB Certified, exposure to order management

Skill good to have Stakeholder Mgmt (dealing with senior stakeholders from client / internal, People Mgmt (lead a cross cultural team of multiple nationalities, Managing teams working across different geographies, Experience of leading process standardization/harmonization, Willingness to travel (~15%)

Preferred shift : UK

Location: Bangalore

Education: Graduate / Post Graduate

OBJECTIVES OF THE ROLE:

Define framework for implementing Quality Management Plans, track, measure and control performance of processes, plan and train for transformation initiatives / programs / processes, conduct risk analysis, create platform for sharing best practices, address performance risk related to quality issues with clients, stakeholders. Deployment of uniform quality services to client.

RESPONSIBILITIES:

a) Quality Planning: Plan and implement certification and related activities to ensure consistent deployment in all areas.

b) Process Management:

a. Identify and close gaps in Process Implementation.

b. Provide implementation support for process improvement, and act as a point of escalation for issue resolution.

c. Define framework for implementing practice specific risk quality management plans and approaches to ensure application of risk quality management practices relevant to the context of the business.

c) Process Control Verification : Establish process verification methods and establish control measures in the process for stability and consistent deliverables and to minimize and control transaction errors

d) Transformation Implementation: Identify high impact projects and work on transformation along with process owners to make improvements in the process and service delivery.

e) Change Management: Plan and train resources to support transformation / improvement programs, interact with senior management of the Business unit to ensure trained resources are effectively deployed on new initiatives.

f) Risk Management: Identify process level and engagement level risk by performing risk audit and discussion with process owners and COHs. Assess effectiveness of process audit and deployment of Quality Assurance Framework, track implementation of mitigation plans to de-risk the processes.

g) Benchmarking: Create platform for sharing best practices and implement industry best practices from standards and models in the engagement at vertical level.

h) Improvements based on structured feedback mechanisms (CSAT, IPSAT etc.,) : Support process owners to drive improvement plan for CSAT in the areas pertaining to delivery risk management.

i) Talent Management

j) Client Management