Friday, May 1, 2009

Singapore - Service Level / Quality Manager

Service Level / Quality Manager Post Date: 01 May 09Service Level/ Quality Manager

Responsibilities:

-- To Monitor the floor operational metric on a daily basis and validate the data being provided/generated.

-- To be responsible for attaining Quality scores and CSAT scores.

To provide strategic guidance to the Team & Floor for attaining the same by means of training them on usage of quality tools and techniques used to achieve business metric

-- To ensure consistency through calibration of quality scores with the client scores by means of effective interactions with client quality teams.

-- To be responsible for specific report generation and data analysis

-- To provide feedback to teams, based on the data collected, plan and implement improvement projects for closing the gaps

-- To review the outcome of the corrective steps implemented.

-- To recognize, encourage, enhance and share quality best practices within assigned project across teams.

-- To quickly make teams aligned to new changes and expectations from the client, through education, training and special campaigns.

-- To drive new quality initiatives e.g. LEAN, TQM, ISO series etc.

-- To ensure Six Sigma implementation and process improvement.

-- To provide inputs to operations to organize special campaigns/events that focus on achievement of quality/performance merics

Must Have:

-- ITIL manager certified or experience in ITIL implementation with global/ regional organization

-- Setting up Service Level requirements and agreement during the service design

-- Manage the Service Level reviews, reporting and improvement initiatives during service operation

-- Black Belt 6 Sigma certified professionals preferred

-- Banking domain experience preferred

-- Required Skills: Good communication, presentation, leadership, facilitation skills.

Interested candidates please send in your resumes to IT@enggsol.net