Senior Manager - Transaction Quality

Job Description

We at HCLTech are looking for a self-motivated leader with high passion, drive & experience in setting up of quality approach (QMS framework); and providing thought leadership & support for managing processes & projects. The candidate will be responsible for developing and managing quality management (line & central/OpEx), customer experience and continuous improvements for the processes. The candidate should also be adept in transition methodologies and pre & post transition/migration milestones and activities. The candidate should have rich experience in both banking domain (min. 7 years) and quality function. It is preferrable to have someone with exposure in UK / Europe Banking space.Skillset Requirement & Minimum expectations: Proven experience around transactional & OpEx quality 5-6 years. Hands on experience in Six Sigma / Lean methodologies with project experience atleast 5 GB projects / 1 BB Projects Relevant areas of experience: Performance evaluation; metric definition (COPC), goal validation, transactional monitoring & QMS. Customer experience evaluation (CSAT, NPS, Perception Surveys) with proven track record of improving customer journey/experience. Graduate in any discipline. Certified CSSBB. Preferable: Certification in PMP/CBAP(Certified Business Analysis Professional)/ITIL/Certified Outsourcing Professional) etc. Preferable: Certified on Lean; Risk & Compliance; Change Management etc. Excellent oral, written, and interpersonal communication skills (solid experience around UK client interactions). Good with statistical/inferential data science, and data science & project management tools & transition methodologies. Excellent organizational and leadership skills with excellent problem-solving ability. Positive and energetic; team friendly professional with remarkable leadership skills and qualities.Design, develop and deploy Quality (QMS) framework in line with customer expectation and business requirements (SLA Management, Metric Management; Targets; post transition performance evaluation, reporting, sampling techniques, error definition (Critical & Non Critical), FMEA etc) Schedule and govern customer interactions (VoC -> CTQ) and drive relevant projects with a view to enhance end customer journey, thereby providing a hassle-free engagement for HCL Clients. Should also be able to facilitate calibration sessions with client and internal stakeholders Should be good at operations & business process management fundamentals like process reengineering (BPR), staffing, capacity planning, utilization, forecasting, scheduling, volume handling, process mapping, BCP handling, team handling, huddles, CAPA, RCA, rebuttals, reporting, data analysis, inferential statistics, performance handling, attrition management, career planning, hiring and training management etc Should be able to creatively and productivity engage with parallel Ops Support teams, like MIS, Automation, AppsDev, in driving large scale functional projects. Ensure projects meet the required standards, contractual & regulatory requirements, and performance measures to ensure our service meets or exceeds customer expectations Create & drive continuous improvements by identifying problem & opportunity statements & converting them into solid projects at all scales (Kaizen, lean, SS, Analytics, automation). Coordinate with internal leadership and client stakeholders to address top quality concerns and drive strategic initiatives, as required. Train & manage training, basis need assessments & process requirements. Build a robust complaints handling, investigation and reporting process. Implement ISO 9001:2015 recommended standard practices, as required (auditing, audit management, NC closures and action reviews),

Keyskills :
Quality ManagementThought LeadershipProcess ManagementSix SigmaPerformance EvaluationPMPITILChange ManagementData ScienceProject ManagementStatistical Data AnalysisInterpersonal CommunicationOperations ManagementBusiness Process Management