Sector Quality Head Job in India

Designation: Sector Quality Head

Company: Wipro LTD

Category: GSH

Location: India,

Job Id: 2717035

 

 

 

Job Description

 

Sector Quality Head

The purpose of this role is to lead and deploy the quality agenda by driving internal and operation quality initiatives, tech and process assurance as well as client advocacy

 

 

DO

 

Drive the strategy of the function in alignment with the overall Quality agenda of Wipro

Understand the customer requirements and needs, stated in contract and unstated through client connects, surveys, QBRs and MBRs

Develop and deploy Wipro quality philosophy and strategic frameworks from both long and short-term perspective to review, audit, report and mitigate quality risks across all projects/ contracts

Review and update policies and processes in order to build readiness and ensure compliance with any quality management system changes

Develop, deploy and ensure execution of MIS and dashboards on key quality parameters across projects

Identify priority areas and develop function wide initiatives to build awareness and promote proactive quality culture

 

 

Customer success and Predictable Delivery

Engage with customers and work towards customer success through flawless execution

Independently assess the projects/programs and provide early warnings for any delivery challenges

Organize RCA sessions and mitigate the potential risks of the programs/projects

Drive customer satisfaction surveys and ensure all customer actions are delivered ontime

Drive process excellence and quality initiatives across functions

Lead development and deployment of processes for Quality Management System certifications in alignment with overall Wipro strategy as well any specific requirements from customer standpoint (COPC, ISO 9000, CMMIE, ISO 13785)

Drive value strategy for clients by providing support in shaping up contractual commitments thereby defining rewards and penalty

Review the contractual commitments with the client as well as the annual quality plan aiming at improvement of business processes and aligned to adding value over and above the contract

Ensure all the projects get delivered on time, are cost effective and their quality and service levels agreements (SLAs) are met

Define and develop the quality team structure along with their role & responsibilities to drive and lead the quality agenda

Review implementation of quality improvement methods (Lean and Six Sigma) through MIS, Analytics and dashboards and assess impact on process simplification and improvement

Drive operational transformation through process improvement, capacity creation and product adoption through

Opportunity identification for automation and work with EOT/ Automation to build or adopt tools to enhance process quality

Process assurance through regular audits and process risk/ compliance issues related to contracts

Change management to encourage early adoption of tools for process quality enhancement

Proactive systemic measures to solve complex client escalations and critical problems

Customer advocacy within all accounts of DO&P through regular client connects, surveys, issue mitigation etc. and redressal of all issues captured

 

 

Build capability within quality function to enhance process efficiencies and customer satisfaction

Drive, launch and use of quality self-help tools and portals for business and functional teams to enable faster access to information and reduce queuing time for queries related to policies, procedures or best practices

Anticipate future requirements and create programs to build capability to address those needs

Drive automation of quality management processes through implementation of tools and platforms to remove process inefficiencies due to manual errors or wastages

Launch and drive quality initiatives such as Pragati for continuous quality improvement

Lead mandatory training & certifications of teams supporting quality management

Support and drive quality academy to process competency programs across the organization

Implement and establish continuous improvement technology based on best practices and current technology standards

Identify internal trainings & industry certifications programs critical for institutionalizing and sustaining best practices and learning in quality

Ensure Black Belt Projects to be undertaken quarter on quarter in line with the business requirements

Drive and showcase Quality thought leadership through speaking assignments and publishing papers independently or jointly with the academia

 

 

 

 

Team Management

Resourcing

Forecast talent requirements as per the current and future business needs

Hire adequate and right resources for the team

Talent Management

Ensure adequate on boarding and training for the team members to enhance capability & effectiveness

Build an internal talent pool and ensure their career progression within the organization

Manage team attrition

Drive diversity in leadership positions

Performance Management

Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports

Ensure that the Performance Nxt is followed for the entire team

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

Track team satisfaction scores and identify initiatives to build engagement within the team

 

 

Display

 

 

 

Lists the competencies required to perform this role effectively:

 

Functional Competencies/ Skill

Delivery Excellence – Awareness about various life cycles of project execution, Risk assessment, Continuous improvement methodologies and Analytics – Expert

Domain/Industry Knowledge – Awareness and knowledge of broad economic, demographic, technological, regulatory and global trends within the industry – Expert

Market Intelligence – Deep specialized understanding of Quality in multiple industry domains, overall market & competition and nuances of quality management in that domain – Expert

Systems Thinking – Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment – Expert

Leveraging Technology – Knowledge and appreciation of current and upcoming technology (automation, tools and systems)– Master

Technical Knowledge – Understanding, formal credentials and hands-on experience with various compliance requirements and controls – Master

 

 

Competency Levels

 

Foundation

 

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

 

Competent

 

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

 

Expert

 

Applies the competency in all situations and is serves as a guide to others as well.

 

Master

 

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

 

 

 

Behavioral Competencies

Strategic perspective

Business Acumen

Executive presence

Stakeholder Management

Managing Complexity

Client Centricity

Execution Excellence

Change Agility

Passion for Results

Nurturing People

 

 

Deliver

 

 

 

No.

 

Performance Parameter

 

Measure

 

1.

 

Customer Advocacy

 

Proactive EWS for escalations

 

Surveys & Client Connects

 

NPS

 

PCSAT

 

2.

 

Delivery Success

 

QMS certifications & audits

 

Overall/penalty SLA Compliance

 

% CPM Green post 3 months of transition Go Live

 

Zero non-conformance incidence

 

Process Standardization Score

 

Metrics Digi-Q -DIGI-Q deployment (SMP upload /sign off) and Usage (SDR upload /sign off)

 

3.

 

Automation and continuous Improvements

 

Pragati, Smart Ops Index, BVM, Automation Rate

 

Knowledge management effectiveness and KS engagement score

 

4.

 

Team

 

Voluntary attrition

 

ESAT

 

5.

 

Capability Development

 

Lean and Six Sigma trainings

 

BB certifications – New BBs added

 

Analyst Connects

 

External publication or Speaking engagements

More details

 

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