Assistant Manager
10 hours ago
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
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