Roles & Responsibilities:
- Lead multiple engagements and be responsible for resolving complex business problems
- Design/Deploy Service Quality framework that provides insights into the business conditions for enhancing process efficiency, improve quality and aide predictability of Operations Health
- Ability to understand, define & monitor the business indicators (Lagging & Leading Indicators)
- Sound understanding of Early Warning system(s) and be able to design as per business need
- Expertise in performing Risk & Controls assessment/FMEA and create/propose a robust controls framework
- Create Process Health Dashboards & reports, perform ad-hoc analysis, and implement action plans
- Drive ongoing/ identified service assurance initiatives, continuous process improvement program
- Accountable for data accuracy, timeliness and overall quality of the overall work product
QUALIFICATIONS Degrees, Certifications, Experience:
- Excellent knowledge about service quality both in Operations and support functions. Preferred domains: BFSI, F&A, OTC, CX
- MBB Trained/BB certified
- MBA or PG degree preferably in Business Administration/Engineering
- Minimum 7-10 years of experience in service quality, project mgt., quality management system for service industry
SKILLS:
- Expertise in designing service quality framework
- Hands on experience in solving complex problems through six sigma approach
- Sound understanding of business transformation concepts and frameworks
- Sound understanding of business metrics & how support impacts those
- In-depth understanding of Quality management system, Operations and Support functions
- Proficiency in process improvement initiatives
- Customer centricity and effective program management skills
- Excellent analytical, data visualization, problem-solving and advisory ability
- Excellent in Advanced MS-Excel, PowerPoint, Minitab, MS-Visio usage. Preferred: SAP, Tableau knowledge
