Senior Manager, Transactional Quality

Role Summary The Senior Manager, Transactional Quality will lead the quality strategy, governance framework, and continuous improvement initiatives across high-volume transaction-based service delivery environments. This role is responsible for driving accuracy, compliance, quality performance, process excellence, and customer outcomes through robust quality management practices and data-driven decision making.

The successful candidate will collaborate with cross-functional stakeholders to identify improvement opportunities, strengthen quality controls, enhance process effectiveness, mitigate risk, and foster a culture of continuous improvement. This position requires strong leadership, analytical expertise, stakeholder influence, and a passion for delivering measurable business outcomes.

Key Responsibilities

Quality Strategy & Governance

- Develop and execute a comprehensive quality management framework.
- Establish, monitor, and continuously refine quality standards, scorecards, audit methodologies, and key quality metrics.
- Conduct trend analysis, defect analysis, and root cause investigations to identify performance improvement opportunities.
- Ensure consistent application of quality standards, procedures, controls, and governance requirements.
- Lead calibration and alignment initiatives to drive consistency in quality assessments and decision-making.

Continuous Improvement & Process Excellence

- Identify opportunities to improve quality performance, efficiency, productivity, and customer outcomes.
- Drive initiatives focused on defect reduction, process optimization, and operational excellence.
- Develop business cases and recommendations that support transformation and process enhancement efforts.




- Partner with stakeholders to support implementation of new processes, workflows, technologies, and business initiatives.

Capability Development

- Leverage quality insights to identify knowledge, skill, and performance gaps.
- Design and support targeted coaching, learning, and capability-building initiatives.
- Promote a culture of continuous learning and career development.
- Ensure quality feedback mechanisms effectively support employee growth and business objectives.

Compliance & Risk Management

- Maintain adherence to regulatory requirements, internal controls, client commitments, and organizational policies.
- Lead quality audits and governance reviews.
- Track corrective and preventive action plans to ensure sustainable resolution of identified issues.
- Identify operational and process risks and implement appropriate mitigation strategies.

Data Analytics & Business Insights

- Develop and maintain quality dashboards, performance reporting, and executive-level reviews.
- Analyze quality metrics, defect trends, turnaround performance, productivity indicators, and customer experience measures.
- Present actionable insights and recommendations to senior stakeholders.
- Support a data-driven culture by translating performance data into measurable improvement opportunities.

People Leadership

- Lead, mentor, and develop quality professionals and people leaders.
- Create a high-performance culture centered on accountability, collaboration,



and continuous improvement.
- Drive workforce planning, succession planning, performance management, and employee engagement initiatives.
- Foster an inclusive and growth-oriented team environment.

Stakeholder Engagement

- Build strong relationships across business functions and support teams.
- Facilitate governance discussions, quality reviews, and performance improvement initiatives.
- Act as a trusted advisor on quality performance, risk mitigation, and transformation opportunities.
- Influence and drive cross-functional collaboration to achieve organizational objectives.

Required Qualifications

- Bachelor's degree or equivalent skilled experience.
- Proven experience leading Quality, Process Excellence, Continuous Improvement, Audit, or Performance Management functions.
- Strong analytical skills with the ability to interpret complex data and translate insights into action.
- Demonstrated success in driving process improvements and performance outcomes.
- Minimum 5 years of people leadership experience.
- Excellent communication, presentation, and stakeholder management skills.
- Strong problem-solving and decision-making capabilities.
- High level of proficiency with reporting tools, business systems, and technology platforms.
- Fluency in English.

Preferred Qualifications

- Experience in quality governance within a transaction-intensive, service delivery, compliance-driven, or regulated workplace.
- Knowledge of quality methodologies such as Lean, Six Sigma, Continuous Improvement, or Operational Excellence frameworks.
- Experience leading organizational change and transformation initiatives.
- Strong experience in quality analytics, performance reporting, and process governance.

📌 Senior Manager, Transactional Quality (Thane)
🏢 Accurate Background
📍 Thane