Tower Head: Quality & Transformation

Key Responsibilities

Quality Management

• Lead the development and implementation of quality frameworks, ensuring alignment with organizational objectives and industry best practices
• Monitor and analyse performance metrics to identify areas of improvement and drive continuous quality enhancement
• Implement robust governance mechanisms to ensure adherence to quality standards across all service lines

Quality Assurance Leadership

• Oversee the transactional quality assurance function across all service touchpoints.
• Develop, implement, and maintain a robust quality framework to ensure consistent service delivery and customer satisfaction
• Monitor and evaluate service interactions across multiple channels (e.g., phone, email, chat, social media) for compliance with company standards and customer expectations.
• Conduct regular audits and evaluations of transactional interactions to identify areas for improvement
• Data Analysis & Reporting:Collect and analyze data to measure process performance and quality outcomes.
• Develop dashboards and reports for stakeholders to track quality performance.
• Provide regular updates to management on audit results, ongoing projects, and Six Sigma outcomes

Process Transformation:

• Identify and execute end-to-end process improvement and re-engineering initiatives across the captive setup
• Drive the adoption of Lean, Six Sigma, and other relevant methodologies to achieve process efficiency and effectiveness
• Collaborate with stakeholders to align transformation goals with business objectives.
• Leadership and Stakeholder Engagement:Lead cross-functional teams to deliver high-impact projects within defined timelines and budgets
• Serve as a trusted advisor to senior leadership on quality and transformation-related matters
• Foster a culture of innovation, collaboration, and continuous improvement across the organization

Training and Capability Building

• Mentor and train team members and stakeholders on Lean Six Sigma principles and tools
• Build organizational capability by developing and executing training programs focused on quality and transformation
• Train and drive Green Belt projects across the captive setup, ensuring successful project execution and measurable outcomes

Process Excellence

• Ensure the delivery of high-quality services across various domains, including Finance & Accounting, HR Shared Services, and more

Qualification & Requirements

Qualifications and Experience

• Education: Bachelor’s degree in Business, Engineering, or a related field; MBA or advanced degree preferred
• Certifications: Black Belt or Master Black Belt in Lean Six Sigma is mandatory
• Experience: At least 15 years of experience in quality management and process transformation, preferably within a captive or shared services environment
• Proven track record of driving large-scale transformation projects with measurable outcomes
• Strong expertise in process improvement methodologies such as Lean, Six Sigma, and Business Process Reengineering
• Experience in managing diverse service portfolios and working with cross-functional teams

Key Competencies

• Strategic thinking and problem-solving skills.
• Exceptional leadership and team management abilities.
• Strong communication and stakeholder management skills.
• Proficiency in data analysis and performance monitoring tools.
• Ability to manage multiple priorities in a fast-paced environment

Benefits

No information available.