Service Delivery Lead

Job Summary

Quality & Transformation Lead - Source to Pay, Order to Cash, Supply Chain

Key Responsibilities

• Lead Quality Assurance and Process Excellence function, ensuring compliance with global regulatory standards
• Develop a robust Quality Control Framework and ensure implementation, adherence and effectiveness of audits conducted
• Lead independent service assurance projects or work as a collaborator to help our clients in their service assurance journey to improve the quality of output continuously.
• Institutionalize strong Governance Structure and operational mechanisms to embed quality and innovation as part of the BAU deliverables and ensure seamless operations
• De-Risk operations through deployment of Risk Control & Best Practice framework, best in class Digital solutions
• Ensure Quality sampling methodology is effective and Quality checks as per defined framework ensuring feedback and consequence management is in place
• Optimize resource capacity, inter agent variation within Delivery and QA
• Own and deliver on committed efficiency improvement in engagement through CI
• Identify Digital led transformation opportunities and bring best practices from existing relationships in S2P, Order to Cash
• Institute a reporting mechanism and strong governance for measurement and reporting
• Anticipate and highlight challenges for resolution to avoid disruption to operations and client business
• Client satisfaction/ dissatisfaction measurement & analysis through independent surveys.
• Mentor and build LSS DNA in the operations environment

Skill Requirements

• Experience in Building Quality Frameworks independently within Supply chain function and smooth implementation and adherence
• Knowledge of Quality Monitoring process and system
• Relevant experience in Lean and Digital Transformation, knowledgeable about tools and platforms used in Invoice to Pay, O2C, SCM in mid-size to large Global clients
• Hands on experience on process diagnostic study, VSM, lean techniques, brainstorm solutions
• Good analytical skills to drive meaningful conversations using insights from data
• Knowledge and hands on deployment experience in Agentic AI, GEN AI solutions is an added advantage
• Hands on presentations for senior leadership, advanced MS-Office (excel etc.)
• Preferred BB certification in Lean Six Sigma from Recognized Institutions
• Strong Communication and storytelling skills, should have experience in managing senior stakeholders (External & Internal) and be able to influence decisions
• Should have prior Team management experience
• Exposure to multiple Industry desired.

Other Requirements

• Bachelor’s degree/Post Graduate degree, LSS certification (BB preferred)15+ years, domain knowledge in Source to Pay, Order to Cash, Supply Chain
• BPO/GBS service industry experience
• 10+ years in Quality and Process Excellence role

QA Automation / Transformation exp is desirable