Assistant Manager

Job Title: Assistant Manager – Quality - Delivery Excellence

Job Description

· Drive Transactional Quality governance and customer-focused quality programs across multiple processes.

· Lead DHL (Design for Human in the Loop) initiatives, pilot programs, and process change implementations from design to deployment.

· Strengthen quality frameworks through data-driven decision-making, root cause analysis, and continuous improvement practices.

· Ensure operational excellence by improving accuracy, compliance, and customer experience.

· Partner with Operations, Analytics, Training, and Client stakeholders to achieve business and quality objectives.

· Promote a culture of quality, accountability, and continuous improvement across teams.

Key Roles & Responsibilities:

• · Lead and manage Quality Analysts, Team Leaders, and quality governance activities across assigned programs.
  · Conduct regular reviews, huddles, and governance meetings to align teams on quality objectives, performance, and process updates.
  · Ensure adherence to quality frameworks, audit standards, compliance requirements, and customer expectations.
  · Drive calibration governance, dispute management, and consistent interpretation of quality standards.
  · Oversee transaction monitoring activities and ensure timely completion of audits with high accuracy.
  · Analyze quality performance trends and identify opportunities for process improvement.
  · Conduct deep-dive analyses on Bottom Quartile (BQ) populations and develop targeted improvement plans.
  · Review and approve RCA and CAPA actions for critical quality gaps.
  · Partner with Training teams to identify learning needs and drive focused coaching interventions.
  · Drive initiatives to improve FTR, Internal Quality, External Quality, Productivity, and Compliance metrics.
  · Lead end-to-end Proof of Concept (POC) and pilot implementation activities.
  · Design pilot methodologies, workflows, review structures, and performance measurement frameworks.
  · Define success criteria, quality metrics, error classifications, and reporting mechanisms for pilots.
  · Conduct pilot reviews, identify edge cases, document findings, and share recommendations with stakeholders.
  · Collaborate with clients and internal stakeholders for process updates, validation, and implementation approvals.
  · Ensure smooth transition of successful pilots into Business-as-Usual (BAU) operations.
  · Develop and present Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), Quality Dashboards, MIS reports, and governance presentations.
  · Monitor quality, productivity, and operational metrics through robust reporting mechanisms.
  · Translate data into actionable insights and recommendations for leadership and business stakeholders.
  · Partner with Analytics teams to enhance reporting frameworks and drive data-backed decision-making.
  · Apply Lean and Six Sigma methodologies to improve transaction quality and operational effectiveness.
  · Identify automation opportunities and implement innovative solutions to improve efficiency and governance.
  · Collaborate with Operations, Training, Analytics, Technology, and Client teams to drive business outcomes.
  · Lead customer reviews, governance discussions, and quality performance presentations.
  · Mentor and coach team members to build quality management and analytical capabilities.
  · Drive recognition programs that encourage innovation, ownership, and continuous improvement.
  
  

Requirements

Eligibility Criteria

• · Minimum 5-8 years of experience in Quality, Quality Assurance, Audit, Governance, or Operational Excellence Functions with at least 2 years in a people management role.
  · Bachelor's degree in any discipline.
  · Proven experience in Transactional Quality Management and stakeholder handling.
  · Experience in managing Proof of Concepts, pilot programs, process transitions, or change implementations.
  · Strong knowledge of quality management systems, RCA, CAPA, calibration, and governance practices.
  · Proficiency in data analysis, dashboard creation, MIS reporting, and process performance management.
  · Excellent communication, presentation, and client management skills.
  · Strong analytical thinking, problem-solving, and decision-making capabilities.
  · Demonstrated ability to influence stakeholders and drive cross-functional initiatives.
  · Work location: Mysore | 6 Days Working in a Week
  · General shift with flexibility to support business and client requirements.