Manager - Quality

You will be responsible for leading the development and execution of a strategic roadmap for service quality improvement, aligned with the overall business objectives. You will champion a culture of continuous improvement by implementing Lean Six Sigma methodologies and best practices across the organization. Your role will involve overseeing all aspects of service quality, including customer experience management, service level agreements (SLAs), and complaint resolution. Additionally, you will identify and lead strategic business transformation initiatives aimed at optimizing processes, enhancing efficiency, and reducing costs. Utilizing data analytics, you will identify areas for improvement and measure the success of implemented initiatives. Collaboration with senior leadership across all business units will be essential to ensure alignment and successful implementation of transformation programs. Furthermore, you will be responsible for building and leading a high-performing team of service quality and transformation professionals. Staying abreast of industry trends and best practices in service quality management and business transformation will also be a key aspect of your role. The ideal candidate should possess a minimum of 10+ years of experience in service quality management and/or business transformation with a proven track record of success in complex organizations. A Black Belt Certification in Lean Six Sigma or a similar methodology is mandatory for this role. Strong understanding of Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) methodology is required. Previous experience in leading and implementing large-scale transformation initiatives, excellent analytical and problem-solving skills, and the ability to develop data-driven solutions are also essential. Effective communication, interpersonal, and leadership skills are crucial, along with the ability to influence and inspire others. The successful applicant should have a proven ability to build strong relationships and collaborate effectively with stakeholders at all levels. A deep understanding of customer experience management principles and experience working in a fast-paced, results-oriented environment are additional qualifications necessary for this role.,