Manager

Position Title, Responsibility Level

Function

Reports to

Permanent / Temporary

Span of Control

Location

Basic Function

Essential Functions

• Build strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience.
• Analyze business processes and assist in identifying problems and mitigating plans for quality improvement.
• Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardization across all clients.
• Be well informed on the developments in process improvement programs and contribute to implementing business strategy for positive customer experience.
• Business development and solutions in select areas; support in RFP, RFI responses from a quality perspective. You will be responsible for setting up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements.
• Facilitate the sharing of best practices from within and outside the organization and implement them
• Planning and managing budget and resource allocation for the assigned vertical
  

Primary Interactions

• Operations
• Clients
• Enabling functions (Transitions / Corporate Quality, Compliance)
• Others as may be required
  

Organizational Relationships

• Reports To: AV P or VP – Quality Excellence
• Supervises: Quality Compliance Assistant Managers, Lead assistant managers
  

Skills

Technical Skills

• Excellent working knowledge of MS Office
• Possess in-depth knowledge and skill of Six Sigma, Lean methodology (Minimum GB certified / BB trained resource)
• Proficient with flowcharts / process design / mapping
• Quality knowledge to solve a range of problems
  

Process Specific Skills

• Min. 5 years’ experience in Banking, Finance and Capital Markets domain – BO and Voice
• Thorough understanding of US Banking business (Frauds, prevention, detection, collections)
• Min. 8 years’ experience in Quality Assurance
• Working knowledge of Transaction Monitoring
• Project management skills and ability to lead in a continually challenging environment
  

Soft Skills

• Operational planning and process management to effectively plan, prioritize and execute everyday QC operations
• Knowledge of quality, process improvements, etc.
• Consulting mindset
  

• Strategic focus and strong business acumen
• Demonstrates a global mindset
• Demonstrates an agile, analytical approach and thought process
• Team management experience
  

• Conformance to policies / compliances with auditing skills
• Ability to coach and give feedback on an ongoing basis
• Interviewing skills
• Strong written and verbal communication Skills.
• Works at keeping the team strong and motivated: boost team morale and productivity
  

Education

• Graduate degree is a must degree in a quantitative discipline is preferable
• MBA preferred but not essential
• GB Certified / BB Trained from recognized institute
  

Work Experience

• Minimum 10+ years of total work experience
• Must have 7+ years of quality experience - Six sigma & Lean tools and methodologies, Process improvements and project execution
• Must have 3+ years of direct team management experience with demonstrated success and financial results
• Must have 5+ years business/operations experience with at least 2-3 years of relevant experience in BPO
  

Annexure

Acknowledgement