Author: NANDAN
Posted: Fri Aug 27, 2010 12:50 pm
Manager – QA @ VODAFONE ESSAR SHARED SERVICES LIMITED
Experience: 5 – 10 Years
Location: Ahmedabad
Compensation: Best in the Industry
Education: UG – Any Graduate – Any Specialization
PG – MBA/PGDM – Finance
Industry Type: BPO/ITES
Role: Audit Mgr
Functional Area: Accounts, Finance, Tax, CS, Audit
Desired Candidate Profile
CA/MBA/CWA/POST Graduate (Commerce)
SAP knowledge/Six Sigma Exposure
Job Description
Liaise with the Leadership team in establishing the strategic direction for the QA team within the shared services centre
Manage the design of schedule and implementation for quality assurance initiatives for the service delivery team
Liais with SSC Leadership and VEL QA teams in designing dashboards and metrics to track the ongoing performance of the service delivery team
Provide inputs to the Leadership team in developing new KPIs and SLAs to increase organisational effectiveness of service delivery team
Conduct periodic reviews with Service Delivery Leadership team to discuss quality assessments
Manage the evaluation of QA measures set for the service delivery team on a periodic basis
Participate in accuracy improvements, productivity improvements , customer satisfaction projects
Liaise with SSC L&D and functional training team to identify relevant initiatives for service delivery staff to enhance their delivery capabilities
Execute cross functional projects to ensure the end to end process is operating at a required level
Manage the implementation of initiatives to improve the organisational effectiveness of the service delivery team
Supervise quality team in carrying out periodic assessments on the service delivery team
Lead on IT on automation / digitization initiatives for the processes
Lead from the front in the root cause issues and resolution priorities using DMAIC, SIPOC approaches
Manage internal customers (circles, regions and corporate). Provide periodic updates and contribute to periodic Communications like News letters
Analyze benefit realization from QA improvement initiatives
Promote a ‘customer centric’ and ‘partnership approach’ to develop strong relationships with other working groups
Build a ‘quality culture’ within the organization covering both service delivery and support teams
Actively participate in leadership team and develop skills of own team
Provide regular, constructive feedback to maximize positive impact of individual team member’s talent
Ensure that there are no blockages to the provision of the future capability requirements
Educate and increase the SSC team awareness of the Group governance and control procedures and processes, ensuring total adherence
Utilise VEL and Vodafone global performance development tools and processes to drive high performance delivery of the team
Provide clear definition of roles, responsibilities, individual goals and performance objectives for the team. Set and measure KPIs for the team
Ensure that there is sufficient breadth and depth of talent caliber/ potential across the organisation to provide sufficient bench strength for key roles, and to sustain and build organisational capability over time
Keywords: Quality Assurance, QA, SAP, Six Sigma, Finance, MBA, DMAIC, SIPOC,
Company Profile
Vodafone Group Plc is the world’s leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company’s subsidiary undertakings, joint ventures, associated undertakings and investments.
The Group’s mobile subsidiaries operate under the brand name ‘Vodafone’. In the United States the Group’s associated undertaking operates as Verizon Wireless. During the last few years, Vodafone Group has entered into arrangements with network operators in countries where the Group does not hold an equity stake. Under the terms of these Partner Market Agreements, the Group and its partner operators co-operate in the development and marketing of global products and services, with varying levels of brand association.
Contact Details
Company Name: VODAFONE ESSAR SHARED SERVICES LIMITED
Website: http://www.vodafone.com
Executive Name: Ms.tazeen
Email Address: Tazeen.Samani@vodafone.com