Regional Quality Manager

Description:

About the job: To support the business objectives of driving Quality Initiatives across the given region (Quality Management System and Process Improvement).

Key Responsibilities:

1. Facilitate Service Level Agreement (SLA) compliance in all Visa Application Centers (VAC’s ) within the region and avoid service penalties as applicable.

2. Implementation and maintenance of Quality & Environment Management System across the given region. Ensure timely reporting of Client & Internal MIS, Ad hoc data/ information & analysis.

3. Develop & sustain a culture of continuous improvement in the region through practices like Lean & Six sigma. Promote & implement best practices for all processes. Ensure reduction in complaints and Ensure reduction in errors

4. Ensure on time reporting with accuracy by developing & implementing formats that ensure no errors.

5. Ensuring successful roll out of all projects and processes. Ensures timely roll out of automation requirement identified & carries out integration of reports. Conduct timely audit in the given region to check the accuracy and punctuality of reports.

6. Research and come up with innovative solutions for Business improvement. Conduct necessary certifications in the given region.

7. Sharing best practices & Ensure standardization in process followed with in the region. Measure and improve all performance metric like TAT and Productivity in the region.

8. Ensure Internal and External Customer Satisfaction.

9. Should have complete knowledge & understanding of the methodology on the service level reporting & process.

10. Analysis and improvement of Voice of Customer (VOC), Voice of Mission (VOM) and Complaint Data on on-going basis.

11. Applying for awards for the company in National & International recognition applicable to the region.

12. Analyze the audit and compliance metrics within the existing & new projects.

Minimum Job Requirement:

Education: Minimum: Graduate or global equivalent degree.

Additional: Post graduate degree/ MBA or global equivalent degree

Experience: 10 years of relevant experience

Knowledge & Key Skills: Green Belt Trainer Certified, Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness and in-depth knowledge and understanding of systems and processes.