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.