DGM/GM - Service Quality - Real Estate

Designation - DGM/GM Service Quality

Grade - M4/M3

Reporting to - SVP & Head - CRM

Location - Head Office, Mumbai

Coverage: Pan india role (Mumbai, Pune, Hyd, Noida plus any future locations)

Experience - 10 - 14 years of experience (preferably should have exposure to handling a Service/Process Quality role)

Education -

- Masters degree

Skills -

- Strong Process & Service Orientation (Customer orientation, TATs, errors, customer satisfaction)

- Planning, Decision making, Ability to prioritize

- Analytical Skills / Data skills

- Customer survey & insight management

- Good understanding of desired Operations, Documentation & System controls

- Must have led process improvement / transformation program (with at least 2-3 projects led individually)

- Must at least be Six Sigma Green Belt certified and/or Black Belt trained / certified & mentored projects

- Ability to drive initiatives across functions & change management

- Complaint analysis

- Detail oriented & taking initiatives to timely closure

Role Descriptors -

- Establish, implement & maintain QA framework

- Process design & continuous measurement

- Interact with stakeholders at multiple levels and to define and deliver solutions to establish quality standards and processes

- To drive continuous improvements

- To improve and promote quality on process level by reducing errors and increasing accuracy

- Implement new ways to improve customer satisfaction

- Plan and implement Quality related training programs

- Develop business user requirements / specs for systems (Core system, CRM, IVR, Portal etc.)