Manager

Job Description

Job Description

Position Title, Responsibility Level

Band C (Manager / Senior Manager)

Function

Quality Excellence

Reports to

AVP / VP - Quality Excellence

Permanent / Temporary

Permanent

Span of Control

QCAs / Asst. Manager / Lead Asst. Manager

Location

India

Basic Function

The candidate will lead Quality Excellence for BCM (Banking and Capital Markets) vertical, interfacing with colleagues across all levels ensure implementation of quality management framework for each client area and have quality control and assurance related improvements and performance. Manage a team of QCAs. Coordinate with Business Stakeholders and engage with clients.

Essential Functions

- Build strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience.
- Analyze business processes and assist in identifying problems and mitigating plans for quality improvement.
- Responsible for quality assurance across all processes, identify and execution of projects governance of processes & reporting,driving standardization across all clients.
- Be well informed on the developments in process improvement programs and contribute to implementing business strategy for positive customer experience.
- Business development and solutions in select areas support in RFP, RFI responses from a quality perspective.You will be responsible for setting up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements.
- Facilitate the sharing of best practices from within and outside the organization and implement them
- Planning and managing budget and resource allocation for the assigned vertical

Primary Interactions

- Operations
- Clients
- Enabling functions (Transitions / Corporate Quality, Compliance)
- Others as may be required

Organizational Relationships

- Reports To:AVP or VP - Quality Excellence
- Supervises:Quality Compliance Assistant Managers, Lead assistant managers

Skills

Technical Skills

- Excellent working knowledge of MS Office
- Possess in-depth knowledge and skill of Six Sigma, Lean methodology (Minimum GB certified / BB trained resource)
- Proficient with flowcharts / process design / mapping
- Quality knowledge to solve a range of problems

Process Specific Skills

- Min. 5 years experience in Banking, Finance and Capital Markets domain - BO and Voice
- Thorough understanding of US Banking business (Frauds, prevention, detection, collections)
- Min. 8 years experience in Quality Assurance
- Working knowledge of Transaction Monitoring
- Project management skills and ability to lead in a continually challenging environment

Soft Skills

Functional

- Operational planning and process management to effectively plan, prioritize and execute everyday QC operations
- Knowledge of quality, process improvements, etc.
- Consulting mindset

Leadership

- Strategic focus and strong business acumen
- Demonstrates a global mindset
- Demonstrates an agile, analytical approach and thought process
- Team management experience

General

- Conformance to policies / compliances with auditing skills
- Ability to coach and give feedback on an ongoing basis
- Interviewing skills
- Strong written and verbal communication Skills.
- Works at keeping the team strong and motivated: boost team morale and productivity

Education

- Graduate degree is a must degree in a quantitative discipline is preferable
- MBA preferred but not essential
- GB Certified / BB Trained from recognized institute

Work Experience

- Minimum 10+ years of total work experience
- Must have 7+ years of quality experience - Six sigma & Lean tools and methodologies, Process improvements and project execution
- Must have 3+ years of direct team management experience with demonstrated success and financial results
- Must have 5+ years business/operations experience with at least 2-3 years of relevant experience in BPO

Annexure:

Acknowledgement(acknowledge that the information contained in this document is factual and complete)

___________________________________ ___________________________________________ ____________________________

Candidate Supervisor/Manager Date

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