Senior Manager

6 days ago

Bengaluru, India Right Management Full time

Design, implement, and monitor quality standards aligned with program goals and client expectations for career transition services.- Establish and execute assurance management schedules to inspect, evaluate, and continuously improve delivery quality.- Drive process maturity by assessing current workflows and instituting elevated benchmarks for operational excellence.- Lead internal and client-facing QA calibration sessions, ensuring alignment on quality parameters and followthrough on action items.- Collaborate with Talent Management and HR teams to integrate QA insights into learning, performance, and career development frameworks.- Track and analyze performance trends; identify skill gaps and support the creation of targeted development plans and upskilling initiatives.- Monitor and validate knowledge transfer processes; ensure readiness of teams through structured training and certification approaches.- Support process-level issue resolution and risk mitigation in partnership with stakeholders, ensuring compliance and service continuity.- Provide inputs for succession planning and talent mobility by evaluating employee capability and readiness through quality metrics.- Diagnose root causes of performance issues and design corrective action plans, including coaching and training interventions.- Monitor, coach, and provide structured feedback to team members to build a culture of continuous improvement.- Maintain and publish KPI dashboards and MIS reports for internal leadership and client partners.- Provide recommendations for business improvement initiatives based on quality data, customer feedback, and delivery outcomes.- Develop and implement mitigation plans for client escalations, ensuring effective resolution and process safeguards.- Contribute to embedding quality benchmarks into goal setting, performance reviews, and broader talent operations strategy.Key Competencies:- Organizational Ownership and Values Alignment.- Achievement Orientation and Results Focus.- Stakeholder Engagement and Relationship Management.- Talent Development Orientation.- Data-Driven Decision Making.Key Qualifications:- Minimum 6 years of experience in International BPO/Offshore Quality Management or Team Leadership roles.- Proven expertise in setting up and managing quality assurance functions in client-facing or captive backoffice environments.- ISO Process Mapping knowledge and certification experience.- Six Sigma Certification Black Belt.- Experience working in partnership with Talent Management or HR teams on development, training, or performance initiatives is preferred. (ref:iimjobs.com)

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