Service Quality Manager

Job Overview To support the business objectives of driving Service Quality Initiatives across Region/s. Duties & Responsibilities Job Description • Govern regional performance across key Service Quality metrics including SLA, Turnaround Time (TAT), VOC and VOM. • Drive Root Cause Analysis (RCA) for performance gaps and ensure robust, effective action plans are defined, implemented, and tracked to closure. • Provide actionable insights from data to support decision-making and continuous improvement. • Drive standardization of quality processes and governance mechanisms within and across regions. • Identify, document, and share best practices across regions to drive consistency and excellence. • Govern and support the rollout of critical Service Quality initiatives globally using strong project management practices, including scope definition, timelines, stakeholder alignment, risk management, and progress tracking. • Design, develop, and implement standardized reporting formats and governance mechanisms to eliminate errors and ensure data integrity. • Manage vendor relationships related to Service Quality initiatives including vendor onboarding, contracting, performance governance. • Support and facilitate roll out of SQ Initiatives Ensure timely reporting of Internal MIS, Ad hoc data/ information & analysis • Act as a quality champion, promoting a customer-first mindset across stakeholders. • Maintain compliance with all quality standards post-certification. • Continuously enhance personal skills and knowledge through relevant training programs, certifications, and learning interventions. Sustainability • Promote judicious use of natural resources. • Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines. Anti Bribery Management Systems (ABMS) • Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual. • Understanding of ethical standards and the importance of integrity in business practices. • Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual. Education • Graduate/postgraduate or global equivalent degree in the related field. Experience • 5 – 10 years of relevant work experience • Graduate or global equivalent degree in a relevant field. • Certified Six Sigma Green Belt, ISO 9001:2008 certified Lead Auditor certification, Project Management Principles