Service Deliver Leader - Quality

PeopleStrong HR Services Pvt. Ltd.
  • Gurgaon
  • 10-20 lakh
  • 12-16 years
  • 12 Aug 2015

  • Operations

  • Management Consulting
Job Description

The incumbent will be involved in:

* The development, promotion, continuous management, and review of a culture of business excellence based on the outcome of customer excellence.

* To optimize the use of appropriate technical and business excellences tools and maintain and pursue technology developments which improve business and support the achievement of corporate objectives.

* To develop continuous improvement strategies to optimize business performance

* Develop and produce monthly, quarterly and annual performance indicators of Operations team in accordance with the client requirements

* Develop a better understanding of our customer base and promote the use of customer profiling data to improve service delivery, better outcomes for customers, and business performance across the organization.

* Ensure improvement plans focus on outcomes rather than outputs and ensure all performance criteria is SMART and reflective of positive outcomes on the customer as the main driver.

* Analyze complex data and interpret trends in respect of performance indicators and communicate this information in a simpler format to Management Team, Managers and operational staff.

* Work with operational managers and staff to identify problems, review procedures, improve efficiency and quality of service provision and identify appropriate monitoring and auditing mechanisms.

* Manage the internal audit programme, including the production of reports and management responses, and ensuring appropriate monitoring mechanisms are in place for the implementation of recommendations across the Group.

* Managing Process Quality team and supporting Operations

* Creating and managing Quality framework for HRO projects of different verticals like HRSSC, RSSC, Payroll and Compliance

* Understand customer issues, concerns and priority areas; integration of the same in the Quality Framework

* Operational team management focus i.e. challenges, gaps, priorities and support areas as required by Operations to be focused upon by Process Quality

* Understand the needs of customer management using tools log, issue log etc.

* Technology usage for improving efficiency

* Execute quality awareness programs at Operation floor level via checks on client speak, governance.

* Lead Quality initiatives and mentor Quality team members

* Carry out risk assessment activities

* Identification and prioritization of process improvement areas and working on them using Six Sigma / Lean Methodology.

* Undertake projects / process improvements initiatives

* Graduate from a recognized University in India.

* Minimum 12+ years experience in field of Quality and possesses HR know-how.

* Must have led Process Quality team.

Knowledge, Skills and Abilities:

* Progressive experience in professional service industry

* People Management; Prior experience demonstrating effective management skills

* Analytical and result oriented

* Six Sigma orientation and exposure (Black belt certified)

* Experience and exposure to certification

Competencies/Skill sets for this job

Auditing Quality Business Performance Six Sigma Projects Efficiency

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