Job Description: Job Description Position Title, Responsibility Level Band C (Manager / Senior Manager) Function Quality Excellence Reports to AVP / VP – Quality Excellence Permanent / Temporary Permanent Span of Control QCAs / Asst. Manager / Lead Asst. Manager Location India Basic Function The candidate will lead Quality Excellence for BCM (Banking and Capital Markets) vertical, interfacing with colleagues across all levels; ensure implementation of quality management framework for each client area and have quality control and assurance related improvements and performance. Manage a team of QCAs. Coordinate with Business Stakeholders and engage with clients. 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 Functional Operational planning and process management to effectively plan, prioritize and execute everyday QC operations Knowledge of quality, process improvements, etc. Consulting mindset Leadership Strategic focus and strong business acumen Demonstrates a global mindset Demonstrates an agile, analytical approach and thought process Team management experience General 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 (acknowledge that the information contained in this document is factual and complete) ___________________________________ ___________________________________________ ____________________________ Candidate Supervisor/Manager Date
