Senior Manager - Quality & Knowledge Management

Client objective: To help in service delivery as per the expectation of clients and act as a change agent for continuously improving business processes through various quality initiatives viz. LSS projects, BPMS Audits, RCAs, Knowledge Management.

Qualification-Graduate (Engineer / MBA preferred)

BPMS SPOC, ISO 9001:2008 internal auditor trained (Preferred).

Experience -2+ years

Location -Goregaon, Mumbai (West)

Specific Responsibilities

- ISO 9001 process documentation, process audits and audit closures at HO, CBO, and Branches

- Designing and setting up Management Information System for Key Metrics

- Identifying and Implementing Process improvement Initiatives using Lean & Six Sigma Methodology

- Working closely with Functional Quality Representatives (SPOCs) to achieve Process Standardization, Documentation & Updation of standardized processes, Implementation of standardized processes, Preparation of departmental dashboards and review with respective HoDs, MISs & Data collection - need basis, Root cause analysis for escalated/important complaints - need basis and Improvement Initiatives

- Working closely with internal/ external agencies to schedule and conduct Process Audits, Quality related Training, ISO Certification, Six Sigma/ Lean implementation etc.

- Designing Dashboards for CEOs Dashboard reviews

- Facilitate CSAT surveys and action plan implementation

- Manage Idea Express Initiative for the organization