Assistant General Manager - Service & Quality

Job Description

SSC Quality & Service Management Manager sits within the Shared Services team within Controllership, reporting directly to the Finance Shared Services Head.

Strong and proactive business leader with a transformational mindset who has deep experience in building multi- disciplinary F&A services, and possesses excellent strategic thinking, service expansion/innovation expertise, and change management skills. This leader should be responsible for the delivery of in-scope services in accordance with defined service level agreements (SLAs) and champion end-to-end process optimization. As a result, this role should deliver transformative performance improvements, consistent levels of service that meet or exceed requirements, and cost savings.

Key Roles and Responsibilities:

• Establish a value-driven and consistent culture across the SSC that is metrics driven, outcome-focused, process- based, service-oriented, and focused on continuous improvement.
• Foster a “customer service” focus and culture throughout the SSC and be viewed as a change leader.
  • Be accountable for the performance and operation of the SSC, including customer experience.
  • Develop process for recording & reporting of data & metrics including queries (KPI’s)
  • Ensure timely reporting and adherence to defined SLAs

• Prepare MIS & Dashboards for Quality review
• Experience on working with Six Sigma quality tools (FEMA, Fishbone, Value Stream Mapping, Regression Analysis, Pareto Charts, Kaizen,)
• Trained Black Belt (preferred)

• Create and maintain risk management & control documents (e.g. IFC, RCM). Ensure compliance and accuracy of the SSC in line with all policies and procedures

• Plan, design, implement and evaluate Processes and Systems to help achieve the goals of improvement in the operations in terms of efficiency and performance.
• Lead improvement in the current operating processes by monitoring and analyzing the processes and recommend changes in processes and practices as required.
• Motivating, and influencing project teams and providing them the leadership ability to implement the Six Sigma vision
• Establish processes for identifying process improvement opportunities and their prioritization.
• Track benefits of rolled out interventions and ensure the same translating into team efficiencies (i.e. improvement in SLA/KPIs)
• A self-starter, who is comfortable working in an environment far from regional or headquarters support, and inspires the trust and confidence of management
• Strong problem-solving skills with an ability to derive innovative solutions, a hands-on decision maker.
• Should be well versed with MS Office (Word, Excel, PowerPoint) & Power BI
• Must have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis
• SAP knowledge Mandatory

Competencies