Quality/Process Excellence - F&A - Bank

Manager/Assistant Manager/ - Quality & Process Excellence

MNC Bank KPO

Location-NCR

REPORTS TO: Vice President- Head of quality and process excellence

KEY RESPONSIBILITIES

- To work with Service Delivery teams, identifying and highlighting quality and stakeholder related issues proactively.

- To work with teams to put a process excellence roadmap in place keeping in mind unique aspects of each team.

- To work with cross-functional service delivery teams to identify and drive process improvements.

The key responsibilities are:

- Own the GFS key issues and Quality reporting framework.

- Periodic process/quality compliance audits and review.

- Engage with senior stakeholders to capture feedback, work with service delivery teams to agree on actions and report progress periodically.

- Engage with Team Managers and Quality Champions to identify, report and resolve issues and client feedback.

- Drive and/or mentor Lean/GB/BB projects for process improvement.

- As needed, conduct/facilitate Quality related training and forums to enable Quality culture building.

- Drive cross-pollination of best practices across teams.

- Manage improvement ideas, received from service delivery teams, through their lifecycle

- Create and manage the periodic Quality communications sent to audience in the larger organization.

- Drive special projects/initiatives which may be identified from time to time.

- As needed, drive periodic de-brief sessions with stakeholders at Quarter/Half-Year/Year ends.

- As needed, participate in and drive client feedback sessions and surveys.

KEY SKILL REQUIREMENTS

Outcome Focus

- Defines clear success criteria and goals for self and team, and monitors & measures performance against these.

- Challenges teams and self to exert and take on new and higher goals.

Leadership & Staff management Skills

- Motivates the team to achieve agreed goals.

- Creates opportunities for others to develop and extend their skills and experience.

- Recognizes the achievement of team and individual goals.

3. Interpersonal Skills (Communication & Relationship building)

- Conveys sensitive and controversial information in a thoughtful and a considered manner.

- Encourages the exchange of information between teams.

- Encourages relationship building across teams.

- Manages interactions to resolve differences/conflicts.

Technical Specialist SkillsTeam orientation

- Demonstrated experience in financial services / investment banking, with previous exposure to Regulatory Reporting being advantageous.

- Possesses good knowledge of accounting standards; exposure to IFRS is an advantage.

- Good working knowledge of Accounting systems, Reporting tools and Microsoft Excel.

- Strong team player.

Quality Focus/Attention to detail

- Proactively implements quality assurance practices and drives improvements to ensure accuracy, quality and timeliness of team output.

- Provides guidance and support to others on how to exceed client expectations.

QUALIFICATIONS & BACKGROUND/work experience

- Experience of 5-9 years with Chartered Accountancy qualification.

- Prior experience in a Finance shared services environment.

- Should be atleast Six Sigma Green Belt certified.

- Strong oral and written communication skills.

- Should currently be in a service assurance/quality management/process excellence/reengineering role.

Experience in the following areas:

- Service assurance, Issue identification & management.

- Relationship management and interaction at all levels.

- Process excellence/reengineering.

- Quality management in a centralised environment.

- Driving cross-functional initiatives.

- Ability to independently work both as an individual contributor and as team lead.

- Ability to quickly and pro-actively adapt to changing circumstances.

- Willing to stretch, as may be required from time to time, to support business/clients.

Please mark subject line as 'Assistant Manager/Manager -Quality & Process Excellence' and mail to arvind@leadsearch.biz

Please mention current CTC & notice period