Process Excellence - Service delivery Manager (Noida)

Job Description

SUMMARY Quality Assuance - Team lead Quality Managers shall ensure that the project team delivers to the expectations of the customer / client and internal stakeholders (operations, account team). Quality Managers shall also provide goals and objectives to the quality team, manages escalations / issues, and provide support to the operations team whenever required. Key Result Areas Ensure that the team adheres to quality and delivery standards no escalations from client on the quality of the deliverables Provide support to the operations whenever required Lead transition of new processes from quality stand point Manage escalations / issues reported Ensure no compliance issues w.r.t accuracy audits and reporting in internal and external compliance audits Sampling target is met for all processes. Responsibilities Business / Customer Ensure that the team meets the delivery standards expected by the client w.r.t both the quality and timeliness of Audits Ensure that the team shall deliver to the customers / clients expectations Ensure On time Audits Ensure reduction in the occurrence of defects per agreed goals Provide expertise in terms of the auditing process, sample sizes, metrics base lining and measurement system analysis to the clients / customers during new process transition Project/Process Review staffing, scheduling, scoping, sampling, and calibration and ensures that these activities are conducted accurately, timely and with adherence to quality standards. Lead / supervise defect reduction initiatives / projects Staff quality leads on quality issues. Work with operations stakeholders to identify any ongoing issues and works towards resolving those. Publishes dashboards to stakeholders after review. o Staff quality leads on quality issues and reviews team deliverables on a periodic basis. Lead / supervise continuous process improvement initiatives / projects People / Team Provide leadership / guidance to the team in meeting their goals and objectives Motivates team members through appropriate rewards and recognition programs. Sets goals and accountabilities to his / her team and reviews them periodically. He / She revise these goals as appropriate. Identify training needs for direct reports and ensure domain/developmental trainings needs are met Conducts regular one - on - ones with the team members to understand ongoing Conduct performance appraisals for team members Manage attrition through skip level meetings, planning interventions, engagement calendars Deliver communication received from senior management to the team members though town halls, team meetings Participate in organizational initiatives such as recruitment drives, training programs etc. Degree of Independence/Supervision required Receives guidance from leadership on broad goals and objectives to be achieved. Executes responsibilities independently related to self and team (direct/indirect) with periodic review of results and metrics. Team Management Responsibilities Manage 2 4 Quality Leads Qualification Education: Graduate with relevant experience a. Should have done basic quality training Lean, and basic QC tools b. BB certified preferred Minimum Experience required: Should have 8 - 10 years of experience in managing QA (Quality Assurance)