Service Delivery Lead - Quality

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