Global Sr Operations Manager (RPO Quality)
- Hyderabad, Telangana
- Permanent
- Full-time
- Review quality trends weekly/monthly/quarterly by teams, regions and workstream
- Use and adapt a robust Quality framework to identify trends, conduct detailed Root Cause Analysis (RCA) and proactively provide recommendations to modify framework and processes to mitigate future risk and improve operational efficiency
- Professionally and operationally manage a team of global Quality Managers and have oversight of Auditors, to ensure they meet or exceed expectations
- Responsible for managing the knowledge and best practice sharing activities across Quality teams within the RPO and across the account
- Provide short, medium and long-term strategies that are aligned with business goals for the RPO Quality team, aligning with Senior Leadership to meet assigned KPIs/SLAs and initiatives
- Establishing metrics, goals and the expected performance levels of all teams and providing feedback and coaching where appropriate
- Manages action-planning, determined based on data analysing, ensuring QA adherence to committed actions and tracking outcomes
- Partner with Operational Excellence and Training teams on strategic initiatives and efficiency goals
- Bachelors Degree in Business Management, or related field or 5-7 + years of equivalent work experience required
- 6+ years of related Quality Assurance, RPO and operational leadership and demonstrated successes within a complex organization
- 3+ years of experience managing professional Quality Assurance teams within a client service role
- Experienced with Lean Six Sigma methodologies, green belt certification (or higher) preferred
- Ability to rely on experience and judgment to plan and accomplish goals
- proven ability to balance refining a long-term strategy while ensuring the short-term deliverables are being managed within a fast-paced, multiple-priority environment
- demonstrated ability to advise and influence both internally and externally
- thought leader and established speaker
- experience working in a complex matrix, across multiple geographies
- Experience in resolving conflicts and gaining cooperation among peers, staff, and client
- Experience in researching complex issues and developing recommended actions
- Effective interpersonal and written communication skills
- Superior consulting, leadership, management, interpersonal, and mentoring skills
- Excellent Google Suite for business applications skills