Manager - Quality

Role Description: As the Manager of Service Quality, you will play a pivotal role in elevating the standards of service excellence and services processes. You will be responsible for designing, implementing, and overseeing strategies aimed at enhancing the capabilities and proficiency of our workforce to deliver exceptional service quality.

Roles & Responsibilities:

Develop and implement a comprehensive capability development strategy aligned with the organization's service quality objectives and industry best practices.

Identify key areas for improvement in service quality and establish clear goals and objectives to address these areas.

Collaborate with cross-functional teams to ensure alignment of capability development initiatives with organizational priorities.

Design, coordinate, and facilitate training programs focused on enhancing the skills and competencies of employees involved in service processes.

Develop training materials, modules, and resources utilizing various formats (e.g., workshops, e-learning, simulations) to cater to diverse learning styles and roles within the organization.

Evaluate the effectiveness of training programs through assessments, feedback mechanisms, and performance metrics.

Establish quality assurance frameworks and protocols to continuously monitor service quality standards across different services functions.

Analyze performance data, customer feedback, and industry benchmarks to identify areas for improvement and implement corrective actions as necessary.

Implement initiatives to drive a culture of continuous improvement and excellence in service delivery

Collaborate with operational teams to streamline processes, identify bottlenecks, and introduce innovations that enhance service efficiency and effectiveness.

Drive initiatives to leverage technology and digital solutions to optimize service delivery and improve customer experience

Lead and manage a team of capability development professionals, providing mentorship, guidance, and fostering a culture of learning and development.

Foster strong cross-functional relationships, collaborating with leaders and stakeholders across the organization to drive a unified approach towards service quality.

Expected/Key Results

Ensure on-time planning and delivery of projects, emphasizing meticulous planning to minimize delays and optimize resource utilization.

Achieve 100% adherence to Service Delivery Turnaround Time (TAT) for all transition action items, enhancing efficiency and client satisfaction.

Minimize project risk through proactive identification, assessment, and mitigation strategies, ensuring smooth project execution.

Achieve 100% adherence to client propositions and requirements, focusing on the efficiency and accuracy of reports and dashboards to meet and exceed client expectations.

Champion ongoing process improvements to enhance overall operational efficiency and effectiveness, ensuring a dynamic and adaptive approach.

Build new client relationships and sustain existing ones, fostering strong partnerships to promote long-term collaboration and mutual success.  

Ensure the availability of resources necessary for meeting project SLAs, optimizing resource allocation for maximum project delivery efficiency.

Cultivate strong internal stakeholder relationships, as evidenced by stakeholder feedback.

Preferred Educational Qualification:

Bachelor's degree

Competencies & Skills:

Strong understanding of quality improvement methodologies, training, and adult learning principles

Experience in designing and delivering training programs, preferably in service-oriented industries

Excellent analytical, problem-solving, and project management skills

Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels