Manager - Opex - IT Quality

Responsibilities:

Process Governance:

- Understand the end to end process flow

- Ensure process maps and workflows are in place and validated regularly

- Own the validity & accuracy of data and information available in BPM

- Identify and mentor top down improvement projects basis Process Governance reviews

Continuous Process Improvement:

- Identify and mentor improvement projects

- Identify and mentor Risk, Customer Experience & Business impact projects

- Identify and mentor cost efficiency projects- Drive ideation and execution of ideas

- Support & promote Innovation

Metrics Management:

- Ensure metrics & reporting activities are seamless

- Review Data Collection Plan for any gaps

- Random audit on metrics in Service Management tool vs. Metrics Reporting tool to identify and curb any improvement opportunities / inefficiencies

- Drill down on any CTQ slippages

- Drive metrics aligned towards business outcomes.

Stakeholder Management:

- Connect with relevant stakeholders on a regular basis;

- Promptly address any process gaps and stakeholder priorities

- Gain a seat on the table and insure participation on key initiatives of the LOB assigned

Strategic Initiatives:

- Participate in strategic initiatives of the OPEX / LOB org basis skills & interest

- Initiatives inclusive of (but not limited to)

- Domain & Technical Skill enhancement

- Industry wide methodologies and practices (Estimation, Agile, ITIL etc)

- Metrics Enhancement

Knowledge/ Experience:

Requirements:

Mandatory Skills:

- Graduate mandatory - preferably Engineering background.

- Understanding and working knowledge of SDLC;

- Quality background (Six Sigma, ITIL, COPC, TQM, CQI, ISO etc) with implementation experience

- >8 years of overall experience.

- Strong communication and interpersonal skills

- Six Sigma Green Belt certification.

- Hands on work experience on Agile Methodology & Estimation management.

Desired Skills:

- Knowledge of SAS JMP.

- Black Belt Certification preferred.

- Post Graduation would be an added advantage.