Description

The Manager, Process and Quality will serve as a champion of robust service design, process development, and quality monitoring across services delivered through our Global Services Centers. Lead planning and execution for implementation of continuous process and quality improvements in Professional Business Services (PBS) and adapt industry best practices in service quality and performance while ensuring cultural alignment within the Firm.

Act as the SME for functional managers in the analysis of KPIs for a service throughout its lifecycle. To work with the Global Service Center leaders to ensure consistency in the execution and evaluation of service performance across centers.

Responsibilities:

  • Champion of Quality as a discipline across business services and legal services
  • Execute best-in-class industry practices, methodologies, procedures and process improvements initiatives to operationalize identified improvements for implementation across Centers
  • Design and implement a multi-dimensional performance measurement system to understand results vs. targets in areas such as cost, time, quality, and others, as required
  • Drive efficiencies to collect, consolidate and analyse performance data from Professional Business Services teams to evaluate performance against targets
  • Collaborate with E2E Global Process Owners and Service Owners to identify potential challenges and proactively manage against SLAs and agreed metrics
  • Monitor and report the overall performance of business services to ensure consistency in process execution based on global standards
  • Oversee the process and quality activities to monitor quality, productivity, NPS and all relevant KPIs, and proactively measure, manage and report against service level agreements (SLAs) and relevant metrics
  • Lead common projects that cross functional boundaries within Professional Business Services across the Firm
  • Lead the execution of quality programs and monitoring services to ensure consistency across Centers
  • Ensure the adequacy of tools and forecast the service usage and staffing levels to meet SLAs and drive business continuity across Centers

Skills and Experience:

  • Bachelor’s degree or equivalent (Master’s degree or additional relevant qualification would be an advantage)
  • Certification in Six Sigma (Black Belt or Master Black Belt ideally), Lean or any other relevant process improvement discipline and service delivery standards is required
  • Proficient using MS Office, Productivity, Reporting and Statistical Analysis Tools
  • Experience working with ServiceNow or similar technology platforms is preferred
  • Experience in handling change management with a solid understanding about the impacts of process and technology changes on the business
  • Significant experience in project management, handling business transitions (from inception to delivery)
  • Exceptional stakeholder management skills and providing insights up to date of the progress
  • Leverage available resources and ability to work and manage the project under pressure to deliver on time
  • Excellent verbal and written communication skills
  • Demonstrated ability to deal with and resolve conflicts