Global Quality Senior Manager for Shared Services

Key Responsibilities

Global QA Managed Services Strategy

• Implement best practices to streamline operations and enhance service delivery.
• Conduct regular assessments to ensure optimal resource utilization and adherence to budget.
• Execute the QA Managed Services Strategy to address the root causes of low performance.
• Work closely with Global OPs and CRMs to strengthen customer loyalty, deliver exceptional service, and improve efficiency by monitoring and identifying at-risk clients and executing Get-to-Green action plans.

Reshape the Global QA Managed Services Organization

• Lead initiatives to transform the Global QA MS organization to better align with company goals and customer needs.
• Report to the Global QA Transformation Director and collaborate with Global Senior QA Managers, QA Managers, and regional teams.
• Oversee standardized processes to maintain consistent, high-quality standards across regions.
• Facilitate smoother operations, leveraging global expertise and best practices.

Portfolio Growth and Financial Management

• Drive the execution of the 2026 growth strategy and proactively contribute to building a robust, active sales funnel to expand the QA Managed Services Portfolio.
• Oversee 2026 budget execution, manage the invoicing process, and ensure effective client relationship financial management.

Collaboration and Strategic Approach

• Establish and maintain meaningful, collaborative relationships with stakeholders and team leaders.
• Identify and address global QA Managed Services needs through effective learning interventions.
• Report regularly on learning KPI achievements and progress.
• Report insights and provide regular updates and reports to ELT.
• Create a high-performing team environment.
• Define Global QA MS engagement strategies in close collaboration with global and Regional Directors and the Operational Excellence leadership team.
• Create a Global QA tactical plan and road map, prioritizing projects and initiatives with alignment from regional teams.

Qualification & Requirements

External Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field preferred.
• 5 years of experience in a senior leadership role in PMO, CE, OPS, or a similar field, preferably with global or multinational companies.
• Understanding of financial metrics: Revenue, Gross Margin, and EBITDA is a plus.
• Strong leadership skills with experience in managing cross-functional teams and driving organizational change.
• Excellent interpersonal and communication skills, with the ability to build strong relationships with clients and stakeholders.
• Strong analytical skills with the ability to leverage data to drive decisions and improvements.
• Familiarity with customer experience platforms and tools, such as CRM systems.

Personal Attributes

• Passionate about customer experience and continuous improvement.
• Strategic thinker with a proactive and solution-oriented approach.
• Ability to work in a fast-paced, dynamic environment with multiple priorities.
• Culturally aware and effective in working with diverse teams and clients.

Benefits

No information available.