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
