LOB Delivery Head (DPO)

Job Summary

• Quality leader with 15+ years of experiance and shall own the Quality Operating model for entire engagement 

• Drive Alignment of processes, people, technology & best practices thereby and enabling optimization, breaking silos, eliminating redundant methods and standardizing processes and Controls across the engagement. 

Key Responsibilities

• Analyse Trends in Process Quality and create appropriate plans 

• Ensure effectiveness of plans by monitoring progress 

• Conduct Thematic Reviews 

• Review and Test the Effectiveness of audit across personas (Invoice Processor, Verifier, Special Handler etc) 

• Process Robustness Studies - PFMEA Gap closure 

• Process Re-engineering: Will envision Process/Activity design strategy and lead design and execution with the goal of driving Standardisation, Optimized operations and high impact business outcomes 

• Quality Escalation SME: Be the escalation point for engagement level quality resolution and SME guidance for all account level issues. 

• Training: Will be responsible to lead the effort on training programs, content creation and its execution for Quality across the engagement 

• Industry Best Practices: Implement industry best practices & benchmarking, and anticipate future state best practices and process trends 

• Instil and oversee a Governance Framework for the processes 

• Finance Domain – should have HANDS ON knowledge in Finance Domain (Multi Track (P2P/O2C/R2R and FP&A) is preferable) 

• Process Excellence: Should have led and delivered at least 1 Large Change Project across Finance landscape (should be able to demonstrate) 

• Tools and Industry Benchmarks – Should have knowledge of Industry wide trends on Quality Tools, platforms and benchmarks. 

• International BPO Exposure: Should have relevant experience working in BPO ecosystem working on international projects especially Americas 

• Customer Facing skills: Should be proficient in leading meetings and presentations with customers bringing in the quality framework and the industry best practices that can help enhance the process control framework. 

• Stakeholder Management: Demonstrated ability to lead and effectively manage stakeholders (Internal and External) 

Skill Requirements

• Masters (Finance or related streams) / Lean Six Sigma Black Belt Certified 

Other Requirements