Role Description:
The incumbent will be involved in:
- The development, promotion, continuous management, and review of a culture of business excellence based on the outcome of customer excellence.
- To optimise the use of appropriate technical and business excellence tools and maintain and pursue technology developments which improve business and support the achievement of corporate objectives.
- To develop continuous improvement strategies to optimise business performance
- Develop and produce monthly, quarterly and annual performance indicators of Operations team in accordance with the client requirements
- Develop a better understanding of our customer base and promote the use of customer profiling data to improve service delivery, better outcomes for customers, and business performance across the organisation.
- Ensure improvement plans focus on outcomes rather than outputs and ensure all performance criteria is SMART and reflective of positive outcomes on the customer as the main driver.
- Analyse complex data and interpret trends in respect of performance indicators and communicate this information in a simpler format to Management Team, Managers and operational staff.
- Work with operational managers and staff to identify problems, review procedures, improve efficiency and quality of service provision and identify appropriate monitoring and auditing mechanisms.
- Manage the internal audit programme, including the production of reports and management responses, and ensuring appropriate monitoring mechanisms are in place for the implementation of recommendations across the Group.
- Managing Process Quality team and supporting Operations
- Creating and managing Quality framework for HRO projects of different verticals like HRSSC, RSSC, Payroll and Compliance
- Understand customer issues, concerns and priority areas; integration of the same in the Quality Framework
- Operational team management focus i.e. challenges, gaps, priorities and support areas as required by Operations to be focused upon by Process Quality
- Understand the needs of customer management using tools log, issue log etc.
- Technology usage for improving efficiency
- Execute quality awareness programs at Operation floor level via checks on client speak, governance.
- Lead Quality initiatives and mentor Quality team members
- Carry out risk assessment activities
- Identification and prioritization of process improvement areas and working on them using Six Sigma / Lean Methodology.
- Undertake projects / process improvements initiatives
Job Location: Gurgaon
Role Requirement:
Education, Experience, Knowledge (CTQs)
- Graduate from a recognized University in India.
- Minimum 12+ years- experience in field of Quality and possesses HR know-how
- Must have led Process Quality team
Knowledge, Skills and Abilities:
- Progressive experience in professional service industry
- People Management; Prior experience demonstrating effective management skills
- Analytical and result oriented
- Six Sigma orientation and exposure (Black belt certified)
- Experience and exposure to certification
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