Job Description:
Role/ Job Title: Lead – Service Quality
Function/ Department: Customer Experience
Job Purpose:
The Lead-SQ is responsible for driving quality improvements within an organization. This role involves conducting audits, identifying areas for improvement, implementing quality initiatives, and fostering a culture of continuous improvement. This role works closely with various teams to ensure compliance with quality standards, processes, and regulations, and to enhance overall operational efficiency and customer satisfaction.
Roles & Responsibilities:
Strategy and Development
- Create and implement best practice quality vision, strategy, policies, processes, and procedures to aid and improve business performance.
- Ensure that quality strategies and processes are in place to meet business objectives and operational needs in terms of price, quality, and delivery targets in sustained manner.
- Evaluate the challenges faced by the business and take action to mitigate risks and develop opportunities.
- Contribute to overall business strategy and annual budget process.
General Task Management as below
- Conduct Quality Audits: Perform regular audits to assess compliance with quality standards, processes, and regulations. Identify areas for improvement and recommend corrective actions to address deficiencies.
- Implement Quality Improvement Initiatives: Collaborate with cross-functional teams to develop and implement quality improvement initiatives. Create action plans, set objectives, and monitor progress to ensure effective implementation of improvement measures.
- Drive Change and Continuous Improvement: Act as a catalyst for change by promoting a culture of continuous improvement and quality consciousness within the organization. Encourage and support teams in identifying improvement opportunities, implementing best practices, and eliminating waste.
- Develop and Enhance Quality Systems: Work with relevant stakeholders to develop and enhance quality systems, policies, and procedures. Ensure that quality documentation is up to date, accessible, and aligned with industry standards and regulations.
People Management
- Provide leadership to departments under their control and coach, mentor and develop direct reports and manage a high performing team that delivers continuous improvement, added value and cost reductions.
- Set department objectives and monitor ongoing progress and performance in a timely manner Ensure strong communication between teams under leadership to facilitate exchange of information and to implement change and improvements.
- Responsible for developing the appropriate organizational structure, resource plans and culture to support the business objectives and customer deliverables
- Provide leadership, coordination and coaching to the team, ensuring they are trained enabling them to achieve the operational and financial metrics within their areas of responsibility and succeed in their roles.
- Complete regular performance reviews, and manage any other people issues in conjunction with HR.
Secondary Responsibilities:
Provide Training and Support:
- Deliver training sessions to raise awareness and understanding of quality standards, processes, and best practices.
- Provide guidance and support to teams in implementing and adhering to quality requirements.
Monitor and Analyze Quality Metrics:
- Establish key quality performance indicators and metrics to monitor quality trends and effectiveness.
- Analyze data and provide regular reports to management, highlighting areas of concern, improvement, and success.
Support Compliance with Regulatory Requirements:
- Stay updated on relevant quality regulations and requirements applicable to the organization.
- Ensure compliance with industry standards, certifications, and regulatory guidelines.
Stakeholder Management
- Develop and maintain strong relationships with internal and external stakeholders to ensure optimal performance.
- Work collaboratively, negotiate and engage with key stakeholders to facilitate delivery and compliance with the quality strategy.
- Communicate with stakeholders the impact of technology change and potential effects on supply. Recommend solutions without compromising quality or service while optimizing cost.
- Contribute to new business initiatives and projects and review and communicate the impact on activities.
Managerial and Leadership Responsibilities:
Champion IDFC First’s customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight.
Attract and retain best-in-class talent for key roles in their reporting structure.
Monitor key parameters on employee productivity, hiring quality and attrition rates and make necessary improvements.
Education Qualification:
Graduation: Bachelor’s in engineering / Technology / Math’s / Commerce / Arts / Science / Biology / Business / Computers / Engineering / Management
Professional Qualification/Certification: Certification in quality management (e.g., Six Sigma, Lean, ISO) is desirable.
Experience: 8+ years of experience in Banking/NBFC at Lead level