Head - Service Quality and Process Excellence (PSS08109)

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

• 10–14 yrs of experience
• Power BI
• Excel
• SOP writing
• Audit
• Root cause analysis
• Learning and development
• MBA or B.Tech or B.E.

Good to have

• Six Sigma
• ISO 9001