Head - Service Quality and Process Excellence (PSS08109)

About the Company

A technology-driven platform with a wide-reaching presence across India, supported by an extensive network of customers, partners, service providers, and distribution channels. The organisation is focused on scalable growth, strengthening its partner ecosystem, and leveraging data to enhance business performance and governance.

Position Overview

The Head - Service Quality and Process Excellence role exists to establish, implement, and govern SOPs across People, Process, and Technology within the service ecosystem. This leadership position owns the full cycle of defining standards, auditing execution, identifying gaps, recommending and driving improvements, and validating sustained quality enhancements. The role reports to the Head CX.

Key Responsibilities

• Design and govern end-to-end service journey SOPs covering ownership, TAT, controls, documentation, communication, exceptions, and escalation.
• Maintain a central, approved, and version-controlled SOP repository with periodic reviews and certification mechanisms.
• Develop and execute implementation plans to translate SOPs into daily practices across internal teams, locations, and partners.
• Ensure readiness of system configurations, reports, templates, training, and partner communications prior to SOP rollout.
• Build and manage a risk-based audit framework covering Customer Service, Claims, Repair, Service Centres, Logistics, Field Operations, Partners, and Settlement.
• Conduct comprehensive audits of People, Process, and Technology to assess role clarity, SOP adherence, workflow adoption, and data quality.
• Identify systemic gaps using data, audits, and customer feedback; perform root-cause analysis and recommend corrective and preventive actions.
• Partner with Training and functional leaders to address role- and partner-specific training needs, validating improvements through assessments and metrics.
• Own CAPA governance from identification through implementation and effectiveness validation, ensuring sustained improvements.
• Integrate audit findings with NPS, CSAT, complaints, and escalations to align reported performance with actual customer experience.
• Establish and manage quality scorecards for service centres, repair partners, and logistics providers, recommending actions for underperformance.
• Develop dashboards using Advanced Excel and Power BI to present evidence-based insights and foster a culture of quality ownership.

Required Experience & Qualifications

• Education: MBA and Bachelor's degree in Engineering, Operations, Quality, or Business preferred. Lean Six Sigma and ISO 9001 Lead/Internal Auditor certifications strongly preferred.
• Experience: 10-14 years in Service Quality, Process/Operational Excellence, Customer Experience Quality, or Service Audit, including 4+ years leading multiple processes.
• Leadership: Proven experience leading cross-functional teams and managing multiple processes with executive reporting.
• Technical Expertise: SOP writing and governance; People-Process-Technology audits; root-cause analysis (RCA) and corrective and preventive actions (CAPA); process mapping and redesign; training-needs analysis; VOC and customer-journey audits; partner quality management; Advanced Excel and Power BI; change management.
• Soft Skills: Strategic, analytical, action-closure discipline, stakeholder influence, and customer-obsessed mindset.
• Domain Exposure: Experience with distributed operations, service centres, field teams, claims, repairs, logistics, or partner networks strongly preferred.

Why Consider this Opportunity?

• Lead the establishment and governance of enterprise-wide SOPs impacting a large-scale, multi-channel service ecosystem.
• Drive measurable improvements in customer experience, operational quality, and partner performance across diverse functions.
• Own end-to-end quality and process excellence initiatives with direct influence on strategic CX outcomes and business metrics.
• Leverage advanced analytics and data-driven insights to shape continuous improvement and foster a culture of quality ownership.
• Engage with senior leadership and cross-functional stakeholders to implement impactful change in a dynamic, technology-enabled environment.

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