Manager – Quality & Process Excellence

Overview We are looking for an experienced Manager – Quality & Process Excellence to support the GCX Managed Network Operation & Services delivery organization in Mumbai. The role establishes and strengthens quality governance, process excellence, operational controls, compliance and service-performance management across the managed-services environment. The ideal candidate brings 11–14 years in quality management, process excellence, service management or technology operations — preferably in telecom, network managed services or complex service-delivery environments — and can work across network operations, service delivery, engineering, customer-facing teams and external partners to improve process maturity, service quality and customer outcomes. Responsibilities 1. Quality Governance, Audit & Compliance · Establish and drive the quality-management framework, standards, operational controls and review mechanisms across GCX Managed Services. · Develop quality KPIs, checklists, control points and audit mechanisms, and monitor performance across service-delivery teams. · Run periodic process, operational and service-quality audits; document observations, risks and non-conformities. · Track corrective and preventive actions through closure and ensure timely resolution of audit findings. · Support compliance with applicable quality, information-security and service-management requirements, and maintain evidence for internal and external reviews. · Ensure consistent application of quality practices across teams and service towers. · Define and run an annual service-delivery audit calendar covering NOC, field operations, change, incident and service-request processes. · Audit live service-delivery transactions — ticket quality, escalation handling, customer communication and closure accuracy — against defined standards. · Verify contractual and SLA compliance in service delivery, including measurement accuracy, exclusions, credits and reporting obligations. · Assess audit readiness for customers, ISO and internal management-system reviews, and coordinate responses to external audit findings. · Maintain a consolidated non-conformity and compliance register with owners, due dates and closure evidence. · Report audit coverage, findings trends and closure performance to management, and escalate repeat or overdue non-conformities. 2. Process Excellence · Review, standardize and simplify operational and service-delivery processes across managed-services functions. · Develop and maintain SOPs, workflows, process maps and governance documentation. · Identify process inefficiencies, bottlenecks, control gaps, duplication and operational risks. · Identify opportunities for automation, digitization, workflow optimization and reporting improvement. · Run process-maturity assessments and improvement roadmaps, and ensure process changes are documented, communicated and adopted. 3. Service Quality, Performance & Reporting · Monitor service quality against contractual, operational and internal commitments, and track SLA, OLA and KPI trends. · Identify service-quality risks, delivery gaps and recurring issues, and drive improvement plans for underperforming services, teams or processes. · Support service-review, operational-review and customer-governance meetings. · Maintain management dashboards covering SLA/OLA compliance, process compliance, audit and CAPA closure, incident volumes and aging, service-review actions, vendor performance and customer feedback. · Establish clear reporting definitions, data sources, ownership and review cadence so dashboards deliver actionable insight rather than historical reporting. · Present performance trends, risks, exceptions and required decisions to senior management. 4. Incident, Problem Management & RCA · Govern structured incident, problem-management and escalation processes. · Review major, recurring and customer-impacting incidents from a quality perspective, and ensure Root Cause Analysis is completed for high-impact and repeat issues. · Establish and monitor Corrective and Preventive Action (CAPA) plans, tracking actions through closure and validating effectiveness. · Identify systemic processes and control failures and drive reduction in repeat incidents and operational escalations. · Ensure lessons learned are incorporated into SOPs, controls and training. 5. Continuous Improvement · Identify priorities and lead continuous improvement initiatives across GCX Managed Services. · Apply Lean, Six Sigma, Kaizen or similar structured methodologies to recurring operational and service-quality issues. · Establish improvement charters, milestones, owners and benefit-tracking mechanisms. · Quantify benefits such as reduced incidents, improved compliance, lower cycle time, reduced rework or improved customer satisfaction. · Share best practices across service towers and embed completed improvements into standard processes and governance. 6. Stakeholder, Vendor Management & Quality Culture · Work closely with Network Operations, Service Delivery, Engineering, customer-facing teams and support functions, acting as the quality and process-governance interface for internal stakeholders and enterprise customers. · Participate in service reviews, governance forums and escalation meetings, and establish clear ownership, escalation and communication mechanisms. · Coordinate with telecom carriers, technology vendors and managed-service partners, and review vendor performance, audit findings and improvement plans. · Coach teams on process adherence, RCA, CAPA, audit readiness and continuous improvement. · Facilitate quality reviews, process workshops and RCA sessions, and build accountability for service quality and operational controls. · Promote a data-driven, customer-focused quality culture and proactive risk management. Requirements Must-Have Experience · 11–14 years of professional experience, with strong depth in quality management, process excellence, service management, operational governance or continuous improvement. · Experience in telecom, network managed services, enterprise technology, IT services or complex service-delivery environments. · Strong understanding of quality frameworks, process governance, operational controls and service-performance management. · Hands-on experience with process audits, SOP development, process standardization and compliance monitoring. · Strong experience with RCA, CAPA, problem management and corrective-action tracking. · Experience managing SLA, OLA and KPI performance, and producing management dashboards and service-review packs. · Experience driving continuous improvement, automation or process-optimization initiatives with enterprise customers and cross-functional teams. · Strong stakeholder-management, communication and facilitation skills, including vendor, carrier and partner management. · Ability to work independently, manage competing priorities and deliver measurable improvements. Preferred Qualifications · ITIL certification. · Lean / Six Sigma certification. · ISO 9001, ISO 20000 or ISO 27001 management-system exposure. · Experience with ITSM, ticketing, monitoring or network service-assurance platforms. · Experience with automation, process digitization, operational analytics or dashboarding tools. · Knowledge of audit, risk-management and compliance frameworks.