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.
- Positive 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 industries 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 experience is desirable.

📌 Service Delivery Lead (India)
🏢 HCL Technologies
📍 India