Essential Functions
• Define and execute the Quality Excellence strategy for BCM, DIG, and Travel portfolios, aligned with business priorities, client commitments, regulatory expectations, and customer outcomes.
• Own the operating effectiveness of quality assurance and quality control frameworks, including risk-based sampling, transaction monitoring, calibration, root-cause analysis, corrective action, and governance.
• Lead, develop, and succession-plan a high-performing Quality organization spanning Assistant Managers, Managers, Senior Managers, Quality Leads, and analysts across locations.
• Establish performance scorecards and executive governance for quality, effectiveness, compliance, customer experience, defect reduction, productivity, and benefit realization; intervene decisively where performance is off track.
• Sponsor and govern a portfolio of Lean Six Sigma, automation, digital quality, analytics, and process-reengineering initiatives from opportunity identification through sustained control and verified business impact.
• Partner with Operations, Transformation, Risk, Compliance, Training, Technology, and client leadership to resolve systemic issues and embed preventive controls across customer journeys and servicing processes.
• Provide subject-matter leadership for BCM processes such as banking operations, lending, cards, payments, collections, fraud and financial-crime controls, and capital-markets operations, together with Travel servicing across voice, digital, and back-office channels.
• Lead quality solutioning for transitions, new-client launches, RFPs/RFIs, due diligence, and transformation proposals, ensuring scalable controls, appropriate resourcing, and measurable value propositions.
• Drive standardization, best-practice replication, audit readiness, and adherence to internal policies, client requirements, applicable regulations, and relevant ISO or quality-management standards.
• Own Quality workforce planning, capability building,



budget management, and resource allocation for the assigned portfolio, balancing control effectiveness with commercial discipline. Responsibilities Primary Interactions
• BCM, DIG, and Travel business and operations leadership
• Client executives, quality, risk, compliance, and transformation stakeholders
• Transitions, Technology, Analytics, Digital, Training, and enabling functions
• Quality Excellence leaders and delivery teams across locations Organizational Relationships
• Reports To: VP / SVP – Quality Excellence
• Supervises: Quality Excellence Assistant Managers, Managers, Senior Managers, Quality Leads and analysts
• Key Stakeholders: BCM, DIG and Travel Operations; Transformation; Risk and Compliance; Training; Technology; Finance; Sales; and client leadership Skills Technical Skills
• Advanced command of Lean Six Sigma, DMAIC, DFSS, statistical analysis, process capability, control planning, root-cause methods, and benefits validation.
• Ability to design risk-based quality frameworks, sampling strategies, measurement systems, governance routines, and digital/analytics-enabled quality solutions.
• Robust proficiency in process mapping, value-stream analysis, data visualization, executive reporting, and project portfolio governance.
• Working knowledge of automation, AI-enabled quality monitoring, speech/text analytics, and continuous-monitoring approaches.
• Advanced proficiency in Microsoft Office; familiarity with statistical and business-intelligence tools is preferred. Process Specific Skills
• Deep understanding of BCM operations, including banking,



lending, cards, payments, collections, fraud/financial crime, and capital-markets processes; knowledge of associated control and regulatory environments.
• Strong knowledge of Travel servicing and fulfillment processes across voice, digital, email, and back-office channels, including customer experience and service-recovery considerations.
• Proven expertise in quality assurance, transaction monitoring, complaints and defect analysis, calibration, audit governance, and corrective/preventive action.
• Demonstrated ability to lead complex, cross-functional transformation and improvement portfolios in a dynamic, multi-client environment. Qualifications Soft Skills Functional
• Operational planning and process management to effectively plan, prioritize and execute everyday QC operations
• Knowledge of quality, process improvements, etc.
• Consulting mindset Leadership
• Strategic focus and strong business acumen
• Demonstrates a global mindset
• Demonstrates an agile, analytical approach and thought process
• Team management experience General
• Conformance to policies / compliances with auditing skills
• Ability to coach and give feedback on an ongoing basis
• Interviewing skills
• Strong written and verbal communication Skills.
• Works at keeping the team strong and motivated: boost team morale and productivity Education
• Bachelor’s degree required; a degree in business, finance, engineering, statistics, economics, operations, or another quantitative discipline is preferred.
• MBA or equivalent postgraduate qualification is preferred.
• Certified Lean Six Sigma Black Belt from a recognized institution is required; ASQ certification or an equivalent credential is preferred.
• Lean Six Sigma Master Black Belt (MBB certified / trained, or demonstrable experience operating at Master Black Belt level is strongly preferred).

📌 Assistant Vice President (Gurugram)
🏢 EXL
📍 Gurugram