Manager Quality And Process Excellence

Overview

We are looking for an experienced Manager - Quality & Process Excellence to support the GCX Managed Network Operation & Services delivery organization in Mumbai. The role establishes and strengthens quality governance, process excellence, operational controls, compliance and service-performance management across the managed-services environment.

The ideal candidate brings 11-14 years in quality management, process excellence, service management or technology operations — preferably in telecom, network managed services or complex service-delivery environments — and can work across network operations, service delivery, engineering, customer-facing teams and external partners to improve process maturity, service quality and customer outcomes.

Responsibilities

• Quality Governance, Audit & Compliance
• Establish and drive the quality-management framework, standards, operational controls and review mechanisms across GCX Managed Services.
• Develop quality KPIs, checklists, control points and audit mechanisms, and monitor performance across service-delivery teams.
• Run periodic process, operational and service-quality audits; document observations, risks and non-conformities.
• Track corrective and preventive actions through closure and ensure timely resolution of audit findings.
• Support compliance with applicable quality, information-security and service-management requirements, and maintain evidence for internal and external reviews.
• Ensure consistent application of quality practices across teams and service towers.
• Define and run an annual service-delivery audit calendar covering NOC, field operations, change, incident and service-request processes.
• Audit live service-delivery transactions — ticket quality, escalation handling, customer communication and closure accuracy — against defined standards.
• Verify contractual and SLA compliance in service delivery, including measurement accuracy, exclusions, credits and reporting obligations.
• Assess audit readiness for customers, ISO and internal management-system reviews, and coordinate responses to external audit findings.
• Maintain a consolidated non-conformity and compliance register with owners, due dates and closure evidence.
• Report audit coverage, findings trends and closure performance to management, and escalate repeat or overdue non-conformities.
• Process Excellence
• Review, standardize and simplify operational and service-delivery processes across managed-services functions.
• Develop and maintain SOPs, workflows, process maps and governance documentation.
• Identify process inefficiencies, bottlenecks, control gaps, duplication and operational risks.
• Identify opportunities for automation, digitization, workflow optimization and reporting improvement.
• Run process-maturity assessments and improvement roadmaps, and ensure process changes are documented, communicated and adopted.
• Service Quality, Performance & Reporting
• Monitor service quality against contractual, operational and internal commitments, and track SLA, OLA and KPI trends.
• Identify service-quality risks, delivery gaps and recurring issues, and drive improvement plans for underperforming services, teams or processes.
• Support service-review, operational-review and customer-governance meetings.
• Maintain management dashboards covering SLA/OLA compliance, process compliance, audit and CAPA closure, incident volumes and aging, service-review actions, vendor performance and customer feedback.
• Establish clear reporting definitions, data sources, ownership and review cadence so dashboards deliver actionable insight rather than historical reporting.
• Present performance trends, risks, exceptions and required decisions to senior management.
• Incident, Problem Management & RCA
• Govern structured incident, problem-management and escalation processes.
• Review major, recurring and customer-impacting incidents from a quality perspective, and ensure Root Cause Analysis is completed for high-impact and repeat issues.
• Establish and monitor Corrective and Preventive Action (CAPA) plans, tracking actions through closure and validating effectiveness.
• Identify systemic processes and control failures and drive reduction in repeat incidents and operational escalations.
• Ensure lessons learned are incorporated into SOPs, controls and training.
• Continuous Improvement
• Identify priorities and lead continuous improvement initiatives across GCX Managed Services.
• Apply Lean, Six Sigma, Kaizen or similar structured methodologies to recurring operational and service-quality issues.
• Establish improvement charters, milestones, owners and benefit-tracking mechanisms.
• Quantify benefits such as reduced incidents, improved compliance, lower cycle time, reduced rework or improved customer satisfaction.
• Share best practices across service towers and embed completed improvements into standard processes and governance.
• Stakeholder, Vendor Management & Quality Culture
• Work closely with Network Operations, Service Delivery, Engineering, customer-facing teams and support functions, acting as the quality and process-governance interface for internal stakeholders and enterprise customers.
• Participate in service reviews, governance forums and escalation meetings, and establish clear ownership, escalation and communication mechanisms.
• Coordinate with telecom carriers, technology vendors and managed-service partners, and review vendor performance, audit findings and improvement plans.
• Coach teams on process adherence, RCA, CAPA, audit readiness and continuous improvement.
• Facilitate quality reviews, process workshops and RCA sessions, and build accountability for service quality and operational controls.
• Promote a data-driven, customer-focused quality culture and proactive risk management.
  
  
  

• 11-14 years of professional experience, with strong depth in quality management, process excellence, service management, operational governance or continuous improvement.
• Experience in telecom, network managed services, enterprise technology, IT services or complex service-delivery environments.
• Strong understanding of quality frameworks, process governance, operational controls and service-performance management.
• Hands-on experience with process audits, SOP development, process standardization and compliance monitoring.
• Strong experience with RCA, CAPA, problem management and corrective-action tracking.
• Experience managing SLA, OLA and KPI performance, and producing management dashboards and service-review packs.
• Experience driving continuous improvement, automation or process-optimization initiatives with enterprise customers and cross-functional teams.
• Strong stakeholder-management, communication and facilitation skills, including vendor, carrier and partner management.
• Ability to work independently, manage competing priorities and deliver measurable improvements.
  
  
  

• ITIL certification.
• Lean / Six Sigma certification.
• ISO 9001, ISO 20000 or ISO 27001 management-system exposure.
• Experience with ITSM, ticketing, monitoring or network service-assurance platforms.
• Experience with automation, process digitization, operational analytics or dashboarding tools.
• Knowledge of audit, risk-management and compliance frameworks.