Deputy General Manager - Training & Transactional Quality - Banking Domain - BPO

The Role :

We are looking for a seasoned quality professional who would oversee training and transactional quality as a function for our processes spread across 5 locations catering to our major Banking client in the domestic space. The identified resource is expected to lead Standardization, adoption of best practices from the industry and implement the new concepts of training and quality, which would help meet our overall business objectives.

Key Responsibilities :

- Drive continuous improvement program across processes

- Undertake detailed process improvement studies and up skills the team members

- Mentor Green Belt/Yellow Belt projects

- Provide Training and quality support, development of metrics and dashboards in line with customer requirements

- Ability to lead a team, coordinate with other location and drive standardized practices

- Strengthen quality management processes/framework to improve quality delivery

- Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation

- Should drive Process Control & Compliance in addition to managing Audit requirements

- Strong interpersonal skills to manage client expectations/engagements effectively

- Strong Process Knowledge and Compliance to Multiple Audit Postures

- Design overall framework of learning development for associates across all locations in India

- Ensure consistency in training content effectiveness by defining and operationalizing a content evaluation framework for programs

Profiles and Attributes :

- Overall experience of 10+ years

- BB certification is good to have

- Demonstrated success in Transactional Quality

- Exposure to different improvement frameworks like six sigma, lean

- Thorough knowledge of MS office tools like Power point and awareness of BI tools such as SAS, SPSS, project, excel are critical for the job

- Strong communication & facilitation skills

- Strong analytical skill- ability to work with huge volume of data using statistical tools.