Sr VP/Head - Process Excellence/Quality - Shared Services

Senior Vice President - Process Excellence

MNC Shared Services.

- Female Candidates would be highly preferred for this role

- This position is responsible for successful development and roll out of a Quality framework for processing and IT Operations of the company's Shared Services BU. The position’s effectiveness is measured by existence of common vision around Quality and Its penetration at the various centers.

- The Quality Leader initiates, designs and executes strategies necessary to cascade the agreed Quality framework across the various levels of the organization and ensuring that client deliverables are never missed.

- The position is also responsible for Quality training and trainee certifications.

- The Quality leader would also lead efforts towards identified certifications (e.g. ISO, CMM)

Principal Responsibilities:

Area of Responsibility:

Quality Management:

- Quality framework development and roll-out

- Quality training and certification

- Quality Improvement projects driving efficiencies and productivity

- Ensuring key client metrics are met

- New process designs

- Scorecard designs

- Strategic Planning

- Work/Process standardization

- Problem solving & decision making

Thought Leadership:

- Creates & communicates a compelling & aligned vision for Quality

Change Management:

- Managing change both onshore and offshore towards building world-class processes.

- Responsible for developing and coaching senior managers (both direct and indirect reportees) in the Quality framework and towards contributing to organizational efficiencies.

- Promotes an environment where associates are encouraged to continuously learn, develop skills and innovate

Financial Management:

- Manages to the Quality budget, but more importantly delivers to committed efficiency savings y-o-y

Knowledge, Skills & Abilities:

Education level and/or relevant experience(s):

- Post Graduate/MBA with at least 15 years of work experience

Knowledge and skills (general and technical):

- Process Excellence, Innovation, Client focus, Business Acumen, Talent leadership, Change Management

Other requirements (licenses, certifications, specialized training, physical or mental abilities required):

- Master Black Belt

- Experience in IT- enabled (BPO) industry preferred.

- Exposure to ISO, CMM will be an added advantage