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