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