Role Title: Deputy General Manager - Process Excellence & Project Management Lead
Purpose of the Role:
The Process Excellence & Project Management Lead for TMGSL oversees quality assurance and
performance management across operations. The role ensures service delivery teams meet quality
standards, achieve goals, and continuously improve processes to enhance efficiency and customer
satisfaction. It requires expertise in process analysis, reengineering, and leadership to execute
projects aligned with business objectives. The Lead will also collaborate with cross-functional teams to develop performance metrics, conduct audits, and drive initiatives to optimize service delivery and quality control.
Job Responsibilities:
Process Improvement:
- Lead the identification, analysis, and re-engineering of business processes to improve efficiency, quality, and performance.
- Implement process improvement methodologies such as Lean, Six Sigma, Kaizen, or similar to streamline operations and reduce waste.
- Develop process maps, workflows, and documentation to standardize best practices.
- Drive Lean culture across organization by fostering a mindset of continuous improvement, empowering employees at all levels to identify inefficiencies, eliminate waste, and implement processes that enhance value and optimize performance
- Conduct root cause analysis and provide recommendations for continuous improvement.
- Collaborate with cross-functional teams to drive process changes and ensure consistency across departments.
Project Management:
- Manage and lead cross-functional projects, ensuring on-time and on-budget delivery.
- Develop project plans, including scope, timelines, and resource allocation.
- Coordinate and communicate with stakeholders to ensure alignment on project
- objectives and deliverables.
- Identify and mitigate project risks, removing obstacles that may hinder progress.
- Track and report on project performance using key metrics and ensure all projects align with the organization's strategic goals.
Quality Assurance and Continuous Improvement:
- Develop and implement quality management frameworks and processes to ensure that operational delivery meet internal and client-defined quality standards.
- Drive continuous improvement initiatives, using data-driven insights to optimize processes, reduce defects, and enhance service quality across multiple service lines.
- Conduct regular quality audits and assessments of operational processes to ensure compliance with established standards, identifying areas for enhancement and addressing any gaps.
Process Optimization and Root Cause Analysis:
- Lead root cause analysis for performance or quality-related issues, developing action plans to address systemic problems and prevent recurrence.
- Identify process inefficiencies and gaps, recommending and implementing process improvements to enhance service delivery, reduce errors, and increase operational efficiency.
- Facilitate process reviews and workshops with teams to brainstorm and implement innovative solutions for performance enhancement.
Stakeholder Collaboration:
- Work closely with business leaders, service delivery teams, and other stakeholders to ensure alignment between quality standards, performance goals, and customer expectations.
- Collaborate with cross-functional teams to design and implement initiatives that improve quality and performance across the organization.
- Engage with clients to understand their quality and performance expectations, ensuring that these are consistently met throughout the service delivery lifecycle.
Change Management:
- Lead and facilitate change management efforts related to process improvements and new project implementations.
- Work with teams to ensure smooth transitions during process changes and minimize disruptions.
- Provide training and support to ensure teams are well-equipped to adopt new processes and technologies.
Training and Development:
- Develop and deliver training programs to operational teams, focusing on quality standards, performance expectations, and continuous improvement techniques.
- Ensure that all employees are equipped with the necessary tools, knowledge, and skills to deliver high-quality services and meet performance objectives.
- Foster a culture of continuous learning and improvement, ensuring all team members understand and embrace quality management principles.
Desired Candidate Profile:
- Education: Master's degree in Business Administration, Operations Management, Quality Management, or related field (CA preferred).
- Certifications in Black Belt (Required)
- Project Management Professional (PMP) or equivalent certification are preferred
Experience:
- Minimum of 12+ years of experience in quality assurance, performance management, or operational excellence, with at least 8+ years in a leadership role.
- Strong experience in managing global business services, preferably within a shared services, IT, or customer service environment.
Skills:
- Strong expertise in quality & project management methodologies (e.g., Six Sigma, Lean, Kaizen) and performance management frameworks.
- Proficiency in data analysis and reporting tools (e.g., Excel, Power BI, Tableau) to track KPIs and SLAs.
- Solid understanding of process improvement techniques and performance optimization strategies.
- Excellent communication and presentation skills, with the ability to engage stakeholders at all levels.
- Ability to manage cross-functional teams and work in a collaborative, global environment.
- Strong problem-solving skills with a focus on driving operational improvements and resolving quality-related issues.
Key Competencies:
- Leadership and team management
- Analytical thinking and data-driven decision-making
- Excellent communication and stakeholder management
- Continuous improvement mindset
- Strong problem-solving and decision-making abilities
- Client-focused with a commitment to high-quality service delivery
- Ability to work under pressure and manage multiple priorities
