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.
- Strong 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.
- Solid 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