Role: Service Delivery Leader - 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 Reporting to: Chief Quality Officer 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

Gurgaon/Gurugram

Function Leader - Service Delivery - Quality 

Function Leader - Service Delivery - Quality  ,Job Description for Function Leader - Service Delivery - Quality  in PeopleStrong HR Services in  Gurgaon/Gurugram for (13-18) years of experience. Apply Now!

Job Description for Function Leader - Service Delivery - Quality  in PeopleStrong HR Services in  Gurgaon/Gurugram for (13-18) years of experience. Apply Now!