Manager - Operations - QA/QC - BFSI

Role Expectation:

QA/QC Manager:

- The management of the business unit comprising of 45-60 quality auditors & Quality Leads

- Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; Driving productivity, quality, and customer-service standards; identifying and resolving problems;determining system improvements; implementing change.

Key Competencies:

- Strong leadership & people management skills, Thought leadership, Project Management, Process Improvement, Analyzing Information, Strong Communication, Emphasizing Excellence

- Dealing with Complexity; questioning the status Quo; Very strong on quality concepts

Key Skills:

- Experience in managing a quality assurance unit and very strong people management (Managing people managers and handling multiple teams) skill is a must.

- Strong analytical skills and experience with implementation and administration of Quality Assurance metrics.

- Excellent problem solving, interpersonal skills, strong communication skills a must. Strong leadership skills that inspire team confidence and respect while motivating team members in a creative and effective manner.

Key Roles & Responsibilities:

- Ensures delivery against QA department goals and objectives, i.e. Meeting commitments and coordinating overall quality assurance program goals

- Develops quality assurance plans by consulting with the business groups and identifying critical control points and preventive measures;

- Works with the business groups to Implements on-going quality improvement processes working with interdepartmental teams

- Guide the team to monitoring procedures, corrective actions .Leads the team to prepare quality documentation and reports by collecting, analyzing and summarizing information and trends across business groups supported

- Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities;

- Customer / Partner centricity acting as a catalyst for change and improvement in performance/quality

- Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

- Accomplishes quality assurance human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures

- Manage the day-to-day operations of a complex business unit comprising of 45-60 employees

- Identify issues\bottlenecks that prevent\hinder the organization in providing the best in class customer experience, escalate them appropriately and collaborate with Clients and internal partners to fix those issues

- Lead or participate on project teams involved with departmental or strategic projects

- Monitor staffing needs for the team, within the requirements of the department budget, and establish workforce plan that anticipates business needs and staffing resources

- Ensure the team has the tools, support and guidance necessary in order to fulfil its daily responsibilities in a timely and accurate manner

- Manage Global business partners. Foster team work and innovation across the sites to improve performance and customer experience

- Lead or participate on project teams involved with departmental or strategic projects and planning.

The above job description does not include all job responsibilities. This position may be required to perform related duties other than those specifically presented in this description.

Experience, Qualification and Skills:

- Bachelor’s Degree in Commerce\Management with 10+ years of overall corporate experience (including at least 2 + years in the role of an Operations Manager)

- Financial Services background is a must

- Quality Assurance background is a must

- Six Sigma background is an added advantage

- Strong analytical skills and orientation to details

- Excellent Communication Skills

- Leadership and personnel management skills

- Prioritization and time management skills

- Flexibility to work in night shifts

- Prior experience in working with US based Financial Services BPO/KPO is a must.