Role: Manager - Service Management

Type: Full Time

Location: Onsite

Job description

- Drive quality-related activities Calibrations with clients internal team, FMEA, Risk Compliance practices.

- Drive continuous improvement projects, Brainwave ideas, Kaizen to improve current process performance.

- Facilitate sharing of best practices from within and outside the organization and implement them.

- Work as a point of contact to drive conversations with HODs/ Stakeholders, Internal teams managers to ensure training, utilization, and effectiveness of process and improvement projects.

- Liaise with Technology, Transitions, Capability, and other internal functions to provide end-to-end solutions.

- Manage and lead a team of Quality resources and managers to drive accuracy and SLA compliance for CPS processes.

- Ensure adherence to defined SLAs, processes are compliant from a risk perspective, continuous reduction in errors and customer escalations.

- Ensure compliance of all quality control documentation and document change activities are done without exceptions.

- Actively involve in internal meetings/client meetings/customer reviews/stakeholder meetings from a performance CSAT improvement perspective.

- Create and manage performance dashboards, which depict business and ops metrics clearly.

- Can conceptualize and implement Statistical Process Control (SPC) principles in the process.

Education and Experience:

- Any graduate.

- Minimum 1 + years of work experience.

- Should have excellent data management, project management, analytical skills, training, and presentation skills.

- Need to have the ability to train and mentor on multiple quality improvement concepts, areas, and projects.

- Good project management skills.

Special Role Requirement:

- Business intelligence and strong result orientation.

- Solid working knowledge and experience with Microsoft Office and other computer-based applications business cases and white papers.

- Strong stakeholder and relationship management skills and dealing with senior executives.

- Highly self-motivated, proactive, and eager to develop new capabilities in the evolving role.

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