Job Description

SSC Quality & Service Management Manager sits within the Shared Services team within Controllership, reporting directly to the Finance Shared Services Head.

Solid and proactive business leader with a transformational mindset who has deep experience in building multi- disciplinary F&A; services, and possesses excellent strategic thinking, service expansion/innovation expertise, and change management skills. This leader should be responsible for the delivery of in-scope services in accordance with defined service level agreements (SLAs) and champion end-to-end process optimization. As a result, this role should deliver transformative performance improvements, consistent levels of service that meet or exceed requirements, and cost savings.

Key Roles and Responsibilities:

• Establish a value-driven and consistent culture across the SSC that is metrics driven, outcome-focused, process- based, service-oriented, and focused on continuous improvement.

• Foster a “customer service” focus and culture throughout the SSC and be viewed as a change leader.





• Be accountable for the performance and operation of the SSC, including customer experience.

• Develop process for recording & reporting of data & metrics including queries (KPI’s)

• Ensure timely reporting and adherence to defined SLAs

• Prepare MIS & Dashboards for Quality review

• Experience on working with Six Sigma quality tools (FEMA, Fishbone, Value Stream Mapping, Regression Analysis, Pareto Charts, Kaizen,)

• Trained Black Belt (preferred)

• Create and maintain risk management & control documents (e.g. IFC, RCM). Ensure compliance and accuracy of the SSC in line with all policies and procedures

• Plan, design, implement and evaluate Processes and Systems to help achieve the goals of improvement in the operations in terms of efficiency and performance.

• Lead improvement in the current operating processes by monitoring and analyzing the processes and recommend changes in processes and prac

📌 Assistant General Manager (Mumbai)
🏢 K Raheja Corp
📍 Mumbai