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Process Excellence - Service delivery Manager (Noida)
2COMS
posted 12hr ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
SUMMARY
Quality Assuance - Team lead
Quality Managers shall ensure that the project team delivers to the expectations of the customer / client
and internal stakeholders (operations, account team). Quality Managers shall also provide goals and
objectives to the quality team, manages escalations / issues, and provide support to the operations team
whenever required.
Key Result Areas
Ensure that the team adheres to quality and delivery standards no escalations from client on the quality of
the deliverables
Provide support to the operations whenever required
Lead transition of new processes from quality stand point
Manage escalations / issues reported
Ensure no compliance issues w.r.t accuracy audits and reporting in internal and external compliance audits
Sampling target is met for all processes.
Responsibilities
Business / Customer
Ensure that the team meets the delivery standards expected by the client w.r.t both the quality and
timeliness of Audits
Ensure that the team shall deliver to the customers / clients expectations
Ensure On time Audits
Ensure reduction in the occurrence of defects per agreed goals
Provide expertise in terms of the auditing process, sample sizes, metrics base lining and measurement
system analysis to the clients / customers during new process transition
Project/Process
Review staffing, scheduling, scoping, sampling, and calibration and ensures that these activities are
conducted accurately, timely and with adherence to quality standards.
Lead / supervise defect reduction initiatives / projects
Staff quality leads on quality issues.
Work with operations stakeholders to identify any ongoing issues and works towards resolving those.
Publishes dashboards to stakeholders after review.
o Staff quality leads on quality issues and reviews team deliverables on a periodic basis.
Lead / supervise continuous process improvement initiatives / projects
People / Team
Provide leadership / guidance to the team in meeting their goals and objectives
Motivates team members through appropriate rewards and recognition programs.
Sets goals and accountabilities to his / her team and reviews them periodically. He / She revise these goals
as appropriate.
Identify training needs for direct reports and ensure domain/developmental trainings needs are met
Conducts regular one - on - ones with the team members to understand ongoing
Conduct performance appraisals for team members
Manage attrition through skip level meetings, planning interventions, engagement calendars
Deliver communication received from senior management to the team members though town halls, team
meetings
Participate in organizational initiatives such as recruitment drives, training programs etc.
Degree of Independence/Supervision required
Receives guidance from leadership on broad goals and objectives to be achieved. Executes responsibilities
independently related to self and team (direct/indirect) with periodic review of results and metrics.
Team Management Responsibilities
Manage 2 4 Quality Leads
Qualification
Education: Graduate with relevant experience
a. Should have done basic quality training Lean, and basic QC tools
b. BB certified preferred
Minimum Experience required: Should have 8 - 10 years of experience in managing QA (Quality Assurance)
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Service Delivery Manager roles with real interview advice
Top 2COMS Service Delivery Manager Interview Questions
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What people at 2COMS are saying
What 2COMS employees are saying about work life
based on 448 employees
Strict timing
Alternate Saturday off
No travel
Day Shift
2COMS Benefits
Job Training 
Work From Home 
Soft Skill Training 
Team Outings 
Free Transport 
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