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
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