Delivery Excellence Manager

6 days ago


Bengaluru, Karnataka, India Mphasis Full time

Job Title: Delivery Excellence Manager

Job Summary: We are seeking a skilled Delivery Excellence Manager to join our team at Mphasis. As a key member of our delivery team, you will be responsible for ensuring the highest level of quality and excellence in our delivery processes.

Key Responsibilities:

  1. Assist in building strong operational practices by conducting assessments on key delivery practices and supporting delivery in building industry practices.
  2. Study business processes, identify vulnerabilities in operations, and implement process controls to minimize risk and enable a predictable process.
  3. Assist in setting up a quality control framework and monitoring the health of the QC process.
  4. Data Analysis: Analyze lead indicators/metrics and detect any risk in meeting the SLA/customer satisfaction.
  5. Monitor adherence to SLA and KPI. Run a Go-To-Green program for SLA failures.
  6. Stakeholder Management – Build a strong connection with delivery teams.
  7. Support process definition, deployment, and support activities.
  8. Analyze CSAT and deploy & closely monitor action plans to improve customer satisfaction.

Requirements:

  • 5-6 years of industry experience.
  • Strong understanding of Quality Control and Assurance practices.
  • Good analytical skills – ability to analyze process data and come up with solutions.
  • Good emotional intelligence and ability to build strong relationships with stakeholders.
  • Excellent communication skills – verbal and written.
  • Good program management skill.
  • Proficiency in MS Office – Advance Excel & PPT.
  • Any relevant certification/training on Quality Control/Assurance.
  • Lean/Six Sigma GB Certified/Trained.
  • ISO QMS lead auditor certified will be an advantage.
  • Power Apps/Power BI skills will be an advantage.


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