Quality Manager

Quality Manager

Quality Manager
Designation Quality Manager (mumbai) Quality AM (pune) (process Excellence Only), - 2 Opening(s)
Job Description

Overview of the Business

Capita is the UK's largest business process outsourcing company hiring almost 75 000 staff across UK, Europe, India and South Africa. Our goal is simple: We Create Better Outcomes.

The Finance Function at Capita has 1,100 FTE (Full Time Equivalents) globally spread across the UK, Europe, South Africa, Poland and India. The Function is undergoing a multi-year transformation of its current operating model as well as technology (deployment of SAP S/4HANA, BPC and Ariba within Finance and Procurement). As part of this transformation, a new team is required for Operational Excellence. This team will form part of global organisational construct called Finance Operations which will operate Centres of Excellence and Shared Services for Finance. Capita are now looking to recruit an Operational Excellence Manger to manage and maintain the End to End Finance processes and continuous improvements.

Role Details


To implement and maintain a quality framework across all business work streams;
conceptualize and run initiatives, programs and projects around improving operational
excellence; and support transitions and bids for new processes

Professional Know-how
At least 5 years experience in a Quality function with 3-4 years in
deployment of quality
methodologies,process definition or process
improvement, Process Excellence

Working Relationships
Internal: Team Members
Support functions
Senior Managers External: Clients - UK

Primary Responsibilities
Provide inputs to quality plan for the organisation with associated risk and opportunities;
Identifying weaknesses and gaps in the existing practices and policies and facilitate
process improvement;
Responsible for mentoring / assisting green belt projects in the organisation;
Facilitate Quality in meeting its ASM ( Kaizen ) objectives
Design, develop and implement programs to effectively roll out Six Sigma in key areasdata,
transaction management, voice and other BPO process;
Initiate and drive implementation of other Six Sigma applications such as MIS & Metrics,
Management Control Systems etc.;
Conduct training sessions on quality to raise quality awareness across areas.
Provide references to worldwide best practices, along with case studies which would also
be inputs to enhance levels of process implementation;
Mentor & Manage various productivity improvement/ cost optimisation Lean/ Six Sigma
Green Belt Projects across Capita Indias work streams;
Achieve quality targets within Capita Indias overall business plan;
Explore appropriate avenues to increase the scope of team. Groom team members to
enhance capability & take on higher roles.
Assist in aligning departmental objectives for team, devising KPIs for team members &
track progress against both, taking corrective steps wherever necessary.
Participate in organisation - wide / account wide projects & initiatives to promote Quality
units functionalities.
Manage quality related escalations;
Conduct regular performance reviews for the Assistant Managers and provide feedback;
Develop and maintain effective working relationships across business lines.
Liase regularly with stakeholders to solicit feedback on teams performance & maintain
high standards.
Has responsibility for more than one aspect of business unit performance, e.g. profit,
sales, cost management, customer service levels etc. May be a cost centre manager.
Will have client relationship management responsibilities and managerial responsibility
for a team. Champions TCF in area ensuring built into relevant communications and

Knowledge, Qualifications, Skills and Experience

Lean Six Sigma Qualification - Green Belt / Black Belt 
Strong finance functional background 
5+ years' experience with business process improvement and Lean Six sigma.
Strong knowledge of Business Process Modelling methodology (BPMN) and best practice.
Experience in use of Business Process Modelling (BPM) tools e.g. Blue Works, Visio, Mega, ARIS.
Previous experience of SAP ERP preferably S4Hana, BPC and/or Ariba
Proven project history in Lean, Business Improvement, Continuous Improvement, Operational Excellence type initiatives
Experience of working cross-culturally
Excellent relationship building skills and networking skills, able to effectively influence a wide range of stakeholders
Significant experience of using and/or implementing Continuous Improvement and Lean techniques such as 5S, problem solving, Standardized Work, Visual Management etc
Ability to clearly articulate thoughts and ideas and produce high quality communication


Experience of working for process excellence or with professional services based organizations 
Management experience
Experience of working with the UK

Key Stakeholders

Finance Operations DGM / Head
Global Process and Delivery Leads 
Divisional Finance Directors
Finance Directors and Business Partners 

Key Result Areas
People Management
Lean and process improvement projects
Escalation management

Desired Profile Please refer to the Job description above
Experience 8 - 13 Years
Industry Type BPO, Call Centre, ITeS
Role Assistant Manager/Manager -(NonTechnical)
Functional Area ITES, BPO, KPO, LPO, Customer Service, Operations
Employment Type Full Time , Permanent Job

UG - Any Graduate - Any Specialization

PG - Any Postgraduate - Any Specialization

Doctorate - Other Doctorate

Compensation:  Not disclosed
Location Mumbai, Pune

Priya Rana 
Capita India Pvt. Ltd 
Godrej & Boyce, Gate No 2,, Plant No. 6, LBS Marg,, Opp Vikhroli Bus Depot, Vikhroli(W), MUMBAI, Maharashtra - 400079,India 


URL For Applying :https://www.naukri.com/job-listings-Quality-Manager-mumbai-Quality-AM-pune-process-Excellence-Only-Capita-India-Pvt-Ltd-Mumbai-Pune-8-to-13-years-180719002928?src=jobsearchDesk&sid=1563679108282&xp=5&px=1