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Director

3 months ago

Chennai, India Straive Full time

Job Summary:


The Delivery Excellence Director is responsible for ensuring the highest level of Service

Delivery Quality across projects and process improvement initiatives. This role involves

leading continuous improvement efforts, managing client satisfaction, escalation,

change management, overseeing governance and compliance, and driving process

excellence. The ideal candidate will have a strong background in transaction quality,

process auditing, and a deep understanding of SLA and VOC/BVOB frameworks.


Roles and Responsibilities:


1. Lead initiatives for continuous improvement across all delivery processes. Implement best practices to enhance overall project delivery performance.

2. Monitor and analyze VOC metrics, especially accurate RCA/CAPA submission for the

received escalations by using 5-WHY approach to maintain customer trust.

3. Ensure adherence to SLAs. Manage SLA Dashboard external and Internal to track &

report SLA performance/scores.

4. Drive initiatives to enhance CSAT scores and address areas of concern for scope for

improvement

5. Conduct solution audits to ensure the effectiveness and alignment with client

requirements. Prepare and present CI efficacy call slides to communicate continuous

improvement progress.

6. Ensure strict adherence to governance policies and standards. Lead ISO Audits

(External & Internal) for QMS & ISMS compliance.

7. Change Management - Implement robust change management controls to mitigate

risks associated with changes in processes or systems.

8. Monitor internal metrics & audits to predict and address potential delivery & quality

issues. Conduct L1 & L3 process audits to ensure compliance and identify areas for optimization.

9. Regular weekly & monthly quality review meeting with BU Head

10. Ensure vendor quality standards are met and manage vendor performance

effectively.

11. Oversee the development and execution of BCP to ensure continuity in service

delivery.

12. Manage the competency matrix and certification framework to ensure team

capability and readiness.

13. Maintain and monitor the CI tracker to ensure all projects are on track.

14. Promote and manage LSS certifications to build process excellence capabilities

within the team.


Desired Candidate:

o Should have Bachelor’s/Master’s degree.

o 16+ years of experience in delivery excellence, quality management, or a similar

role.

o Strong understanding of SLA, VOC, CSAT, and process improvement methodologies.

o Certification in Lean Six Sigma Black Belt, ISO standards, any other relevant quality

management certifications is preferred.

o Excellent leadership, communication, interpersonal and analytical skills.

o Ability to manage multiple priorities and deliver high-quality results under pressure.

o Experience in mentoring Lean Six Sigma projects

o Should have hands-on experience in team handling at least 15-20 members of the

team