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.

Requirements Must-Have Experience

- 11-14 years of skilled 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.

Preferred Qualifications

- 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.

📌 Manager – Quality & Process Excellence (Mumbai)
🏢 Prodapt
📍 Mumbai