What are the Key Deliverables in this role?

Financial Outcomes

• Responsible for Operational Delivery
• Customer Management and Communication
• Leadership & People Management
• Cross Functional Activities
• Process Improvement Planning
• Continuous improvement

Customer Service

• The role will be required to manage and lead teams monitoring all quality processes for the SSC. The role would be measured on the overall effectiveness of the quality assurance process. The Job holder would need to ensure adherence to Internal Controls and SOX Compliance norms relating to the quality assurance process.

Internal Processes

• Liaison with the Process excellence team and Leadership team in establishing the strategic direction and 3–5-year plan for the QA team within the shared services center
• Manage the implementation of initiatives to improve the organizational effectiveness of the service delivery team
• Liaison with SSC Leadership in designing dashboards and metrics to track the ongoing performance of the service delivery team
• Manage the evaluation of QA measures set for the service delivery team on a periodic basis
• Ensure a change-controlled version of the service delivery organization is managed and kept up to date as the organization evolves
• Liaison with Sr Delivery Managers and HR team to identify relevant initiatives for service delivery staff to enhance their delivery capabilities
• Supervise quality team in carrying out periodic assessments on the service delivery team
• Provide inputs to the Leadership team in developing new KPIs and SLAs to increase organizational effectiveness of service delivery team
• Conduct periodic reviews with Service Delivery Leadership team to discuss quality assessments
• Participate in accuracy improvements, productivity improvements, customer satisfaction projects
• Execute cross functional projects to ensure the end-to-end process is operating at a required level
• Review global execution and performance summary
• Assess upcoming business changes impacting service
• Lead from the front in the root cause issues and resolution priorities using DMAIC, SIPOC approaches

Innovation and Learning

• Transformation team to identify service quality improvement opportunities and collaboratively implement the initiatives
• VMO Lead to manage vendor relations, quality and service delivery
• IT on automation / digitization initiatives for the process

What are the Critical success factors for the Role?

• Qualification – Postgraduate in Finance and Accounting, MBA/PGDBM
• 8+ years of relevant experience, 4-6 years experience in Quality or Process Excellence in Finance domain
• Certification in Lean Six Sigma, Experience in implementing green belt is must have
• Ability to create frameworks to manage performance, escalations, service delivery challenges
• Experience in identifying process improvement requirements
• Ability to define and drive customer satisfaction metrics and KPIs
• Ability to drive compliance to defined governance processes and mechanism
• Experience in identifying process improvement requirements
• Experience in a SSC/ BPO/ KPO

• What are the Desirable success factors for the Role?
• Sound knowledge of MS Visio, MS Project Plan & project management tools
• Fluency in English (both written and oral)
• Ability to be flexible with job duties and scope of work
• Ethically sound and responsible
• Excellent communication skills
• Excellent decision making and analytical skills
• Ability to communicate finance information with non-finance employees
• Ability to manage a team effectively and efficiently