Tower Head: Quality & Transformation

POSITION OVERVIEW: We are seeking a highly experienced and dynamic professional to join our captive setup as a Senior Quality & Transformation Leader. The ideal candidate will possess a minimum of 15 years of experience in quality management and process transformation, with a Black Belt or Master Black Belt certification. This role is critical in driving process excellence, efficiency, and innovation across a diverse range of services, including Finance & Accounting, HR Shared Services, and more. KEY RESPONSIBILITIES:

1. Quality Management: Lead the development and implementation of quality frameworks, ensuring alignment with organizational objectives and industry best practices
2. Monitor and analyse performance metrics to identify areas of improvement and drive continuous quality enhancement
3. Implement robust governance mechanisms to ensure adherence to quality standards across all service lines
4. Quality Assurance Leadership: Oversee the transactional quality assurance function across all service touchpoints.
5. Develop, implement, and maintain a robust quality framework to ensure consistent service delivery and customer satisfaction
6. Monitor and evaluate service interactions across multiple channels (e.g., phone, email, chat, social media) for compliance with company standards and customer expectations.
7. Conduct regular audits and evaluations of transactional interactions to identify areas for improvement
8. Data Analysis & Reporting: Collect and analyze data to measure process performance and quality outcomes.
9. Develop dashboards and reports for stakeholders to track quality performance.
10. Provide regular updates to management on audit results, ongoing projects, and Six Sigma outcomes

1. Identify and execute end-to-end process improvement and re-engineering initiatives across the captive setup
2. Drive the adoption of Lean, Six Sigma, and other relevant methodologies to achieve process efficiency and effectiveness
3. Collaborate with stakeholders to align transformation goals with business objectives.
4. Leadership and Stakeholder Engagement: Lead cross-functional teams to deliver high-impact projects within defined timelines and budgets
5. Serve as a trusted advisor to senior leadership on quality and transformation-related matters
6. Foster a culture of innovation, collaboration, and continuous improvement across the organization
7. Training and Capability Building: Mentor and train team members and stakeholders on Lean Six Sigma principles and tools
8. Build organizational capability by developing and executing training programs focused on quality and transformation
9. Train and drive Green Belt projects across the captive setup, ensuring successful project execution and measurable outcomes

1. Ensure the delivery of high-quality services across various domains, including Finance & Accounting, HR Shared Services, and more

1. Education: Bachelor’s degree in Business, Engineering, or a related field; MBA or advanced degree preferred
2. Certifications: Black Belt or Master Black Belt in Lean Six Sigma is mandatory
3. Experience: At least 15 years of experience in quality management and process transformation, preferably within a captive or shared services environment
4. Proven track record of driving large-scale transformation projects with measurable outcomes
5. Strong expertise in process improvement methodologies such as Lean, Six Sigma, and Business Process Reengineering
6. Experience in managing diverse service portfolios and working with cross-functional teams

1. Strategic thinking and problem-solving skills
2. Exceptional leadership and team management abilities
3. Strong communication and stakeholder management skills
4. Proficiency in data analysis and performance monitoring tools
5. Ability to manage multiple priorities in a fast-paced environment
6. Self-Motivated in Dynamic Environment