Corporate Manager/Senior Manager - Quality & Knowledge Management - BFSI

Designation : Corporate Manager / Senior Manager - Quality & Knowledge Management

- ISO 9001 process documentation, process audits and audit closures at Corporate office, Branches & Regional Offices,(HUBs/ Service Centres etc)

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

- BPMS SPOC, Six Sigma Certification (Green Belt) certifications.

- Designing Dashboards for CEOs Dashboard reviews

- 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 Trainings, ISO Certification, Six Sigma/ Lean implementation etc

- Facilitate CSAT surveys and action plan implementation

- Designing and setting up Management Information System for Key Metrics

- Manage Idea Express Initiative for the organization

Key Performance Indicators :

- No of projects/ process improvements completed

- No of ideas implemented

- Revenue realized/ cost saved

- External customer satisfaction survey score

- Implementation (with automation) of Standardized Processes & Internal Measurement Systems