Roles & Responsibilities

A. Process Improvement

● Champion the identification and quantification of gaps and inefficiencies across business processes and drive data-backed improvements

● Lead the standardisation of processes by developing and implementing SOPs across all departments; ensure version control and periodic SOP review cycles

● Drive initiatives to improve turnaround time (TAT) without compromising quality; establish TAT benchmarks aligned to industry standards

● Partner with departments to streamline workflows and eliminate rework; deploy value stream mapping to visualise waste

B. Process Optimisation & Root Cause Analysis

● Analyse recurring errors and quality issues across processes using statistical process control (SPC) tools

● Conduct root cause analysis (RCA) using structured techniques such as 5-Why, Fishbone / Ishikawa, and FMEA to identify underlying problems

● Embed corrective and preventive actions (CAPA) to improve First Time Right (FTR) ratios

● Benchmark internal processes with industry standards and leading NBFC / banking peers; publish quarterly benchmarking reports

C. Quality Assurance & Continuous Improvement

● Establish and monitor measurable quality standards and SLAs across all functions

● Develop and drive internal quality scoring systems to track errors and performance at department and individual levels

● Conduct periodic audits and reviews to ensure adherence to standards; maintain an audit calendar with defined frequency by risk category

● Promote a culture of continuous improvement across all levels of the organisation.

D. Project Management

● Steer and execute DMAIC / DMADV - structured quality improvement projects across departments

● Establish clarity and ownership of project scope, timelines,



and deliverables; maintain a live project portfolio tracker with RAG status

● Coordinate with cross-functional teams to ensure smooth execution; chair monthly Quality Steering Committee meetings

● Monitor progress against KPIs and communicate strategic updates to senior leadership

E. Change Management

● Facilitate adoption of recent processes, tools, and quality initiatives using structured change management frameworks

● Ensure effective roll-out of transformation initiatives across departments

● Align stakeholders to build commitment and shared accountability for quality outcomes

● Minimise operational disruption during process changes and conduct post-implementation reviews (PIR)

F. Training & Development

● Identify skill gaps related to quality and process adherence through competency assessments and error pattern analysis

● Create and deliver capability-building programmes, including Lean Six Sigma awareness and certification pathways

● Develop and enable a Quality Champions Network with clear accountability and ownership

● Promote awareness of quality standards, SOP adherence, and FTR practices through sustained engagement platforms such as town halls, newsletters, and digital learning

Preferred Candidate Profile

● 15+ years of experience in quality management, process improvement, or operations excellence

● Lean Six Sigma Black Belt (BB) or Master Black Belt (MBB) certification is preferred

● Prior experience in financial services (NBFC, banking, insurance), GCC or manufacturing sector is essential

● Demonstrated track record of leading large-scale process transformation programmes with measurable ROI

● Excellent stakeholder management, executive communication, and cross-functional leadership capabilities

● PMP® or equivalent project management certification is an added advantage

📌 Head of Quality- Speed (Chennai)
🏢 Sundaram Finance
📍 Chennai