Head - Service Quality and Process Excellence (PSS08109)
MumbaiFull-time10–14 yrsPosted over a month ago
Leadership finance role at Personnel Search Services Group in Mumbai. Needs 10–14 years and an MBA, B.Tech or B.E..
About the role
The Head - Service Quality and Process Excellence role exists to establish, implement, and govern SOPs across People, Process, and Technology within the service ecosystem. This leadership position owns the full cycle of defining standards, auditing execution, identifying gaps, recommending and driving improvements, and validating sustained quality enhancements.
What you'll do
- Design and govern end-to-end service journey SOPs covering ownership, TAT, controls, documentation, communication, exceptions, and escalation
- Maintain a central, approved, and version-controlled SOP repository with periodic reviews and certification mechanisms
- Develop and execute implementation plans to translate SOPs into daily practices across internal teams, locations, and partners
- Ensure readiness of system configurations, reports, templates, training, and partner communications prior to SOP rollout
- Build and manage a risk-based audit framework covering Customer Service, Claims, Repair, Service Centres, Logistics, Field Operations, Partners, and Settlement
What you need
- Power BI
- Excel
- SOP writing
- Audit
- Root cause analysis
- Learning and development
Good to have
- Six Sigma
- ISO 9001