Assistant Manager, Process Improvement

Financial Outcomes

Responsible for Operational Delivery

Customer Management and Communication

Leadership & People Management

Cross Functional Activities

Process Improvement Planning

Continuous improvement

Customer Service

The role will be required to manage and lead teams monitoring all quality processes for the SSC. The role would be measured

on the overall effectiveness of the quality assurance process. The Job holder would need to ensure adherence to Internal

Controls and SOX Compliance norms relating to the quality assurance process.

Internal Processes

Liaison with the Process excellence team and Leadership team in establishing the strategic direction and 3–5-year plan for the

QA team within the shared services center

Manage the implementation of initiatives to improve the organizational effectiveness of the service delivery team

Liaison with SSC Leadership in designing dashboards and metrics to track the ongoing performance of the service delivery

team

Manage the evaluation of QA measures set for the service delivery team on a periodic basis

Ensure a change-controlled version of the service delivery organization is managed and kept up to date as the organization

evolves

Liaison with Sr Delivery Managers and HR team to identify relevant initiatives for service delivery staff to enhance their

delivery capabilities

Supervise quality team in carrying out periodic assessments on the service delivery team

Provide inputs to the Leadership team in developing new KPIs and SLAs to increase organizational effectiveness of service

delivery team

Conduct periodic reviews with Service Delivery Leadership team to discuss quality assessments

Participate in accuracy improvements, productivity improvements, customer satisfaction projects

Execute cross functional projects to ensure the end-to-end process is operating at a required level

Review global execution and performance summary

Assess upcoming business changes impacting service

Lead from the front in the root cause issues and resolution priorities using DMAIC, SIPOC approaches

Innovation and Learning

Transformation team to identify service quality improvement opportunities and collaboratively implement the initiatives

VMO Lead to manage vendor relations, quality and service delivery

IT on automation / digitization initiatives for the process

What are the Critical success factors for the Role?

Qualification – Postgraduate in Finance and Accounting, MBA / PGDBM

8+ years of relevant experience, 4-6 years experience in Quality or Process Excellence in Finance domain

Certification in Lean Six Sigma, Experience in implementing green belt is must have

Ability to create frameworks to manage performance, escalations, service delivery challenges

Experience in identifying process improvement requirements

Ability to define and drive customer satisfaction metrics and KPIs

Ability to drive compliance to defined governance processes and mechanism

Experience in identifying process improvement requirements

Experience in a SSC / BPO / KPO

What are the Desirable success factors for the Role?

Sound knowledge of MS Visio, MS Project Plan & project management tools

Fluency in English (both written and oral)

Ability to be flexible with job duties and scope of work

Ethically sound and responsible

Excellent communication skills

Excellent decision making and analytical skills

Ability to communicate finance information with non-finance employees

Ability to manage a team effectively and efficiently