Quality Manager-Service desk-BASF

Roles and Responsibilities

• Establish and maintain Quality Management system for the account

• Implement Operational Excellence Tools (5S, RCA, Lean, Standard Work, Continuous Improvement, Six Sigma, Tiered Accountability & GEMBA).

• Works with the multiple sites and partner teams to achieve optimal results on efficiency and other operational key metrics (i.e. First Time Resolution, AHT, shrinkage, Utilization etc.) through gap analysis and process improvement projects

• Manages Quality deliverables of outsourced partners

• Implements a framework for SOW and ticket compliance

• Conducts QMS and Compliance audits for outsource partners

• Delivers high impact projects targeting financial gains or value additions to the customer through process optimizations or process re-engineering.

• Be able to lead new process design (Designing As-is and To-be Process Mapping) and propose alternate business process designs 

• Works with the site/client team in upholding compliance in all organizational standard procedures and policies (i.e. Model of Excellence, InfoSec, Physical Security, Visitor Processing, operational processes, business reviews, etc.)

• Responsible for compliance in all contractual and regulatory requirements

• Replicate best practices from other locations/processes to improve process performance.

• Design training programs, train staff on Operational Excellence Tools & promote culture of Kaizen.

• Support & guide staff on quality related projects as a part of their career development plans.

• Participate actively in all quality related audits both internal as well as external

• Find opportunities for improvement via transactional quality audits, Process Improvements & calibrations 

• Applicant’s  Specifications & Qualification

  Graduation (any discipline) with 10-12 years of overall experience with primary experience in IT Infrastructure Management/ Support and in Enterprise Service Desk environment.

• Good knowledge of ITSM processes.

• At least 2-3 years of experience in outsourced partner management is desirable

• Experience with structured process improvement methodologies, including but not limited to Lean
• Strong business acumen and the ability to develop and deliver rigorous financial and/or statistical analysis to quantify business case scenarios, options and risks

• Demonstrate excellent communication skills; ability to present ideas and solutions in a logical and articulate manner with the self-confidence to work with Senior Executives

• Ability to work within challenging environment with tight delivery timelines; Self-motivated Team player and a proven leader

• Out of the box thinker to develop tools and processes for best utilization of resources.

• Ability to manage Internal and external clients; Strong conflict management skills.

• Self-motivated Team player and a proven leader

• Excellent skills on Excel/Quality Tools / Data Analysis /Minitab/Analytical Skills / Reporting.