Quality Manager (Finance and Accounting)

• Be a #Ka Infoscion and become an ambassador of our core values
• CLIFE+S; Client Value, Leadership by Example, Integrity and Transparency, Fairness, Excellence and Stewardship.

Key Responsibilities:

Process Management
Ensure adherence to Quality framework for existing scope and deploy the framework for any new ramp ups. identify the internal pain areas in client processes and build robust controls around them

Process Control & Verification:

Deploy and Monitor process verification methods (Transaction Monitoring). Establish control measures in the processes to achieve process stability and consistent delivery. Establish Quality measurement methods and ensure scores are improved.
Client Management
Participate in engagement reviews with clients to provide quality specific performance reports. Analyze customer complaints, conduct root cause analysis take corrective actions.
Process Institutionalization
Conduct engagement specific verification audits to identify gaps with respect to QMS. Raise and follow up on closure of CAR’s
Change Management
Address issues at engagement level while implementing the changes and ensure that changes are being sustained over a period of time
Process Excellence
Drive Top down and bottoms up ideation to identify improvement opportunities in the account to meet the productivity improvement targets. Analyze the opportunities by demonstrating strong process knowledge, understanding of client business scenario, understanding of constraints in implementation etc. Lead small / medium size projects, perform project management activities. Able to estimate the benefits of transformation projects and present it to Finance / clients for sign off
Metric Management
Monitor the SLA performance of the engagements. Conduct analysis to bring out insights. Drive Visualization initiative on the floors
Talent management
Conduct Basic quality trainings to upskill quality and Ops resources. Provide appraisal feedback to direct report. Ensure employees are engaged and attrition is under control

Benchmarking and Best Practice Sharing:

Deploy best practices from other engagements / Vertical level
Risk Management

Key Requirements:

Bachelor's degree graduate, any field.
At least 6-8 years professional experience under Quality in a shared services or BPO environment is preferred
Experience or background in non-voice operations is requirement.
Excellent interpersonal, communication and analytical skills.
Certified Six Sigma Green Belt/Lean certification and/or ISO is required.
Ability to multi-task in a fast pace environment and must be willing to work on shifting schedules and be assigned in BGC.

We value Diversity, Equity, and Belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.
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Our office is located at 19F BGC Corporate Centre, 11th Avenue cor. 30th Street Fort Bonifacio, Taguig City, Philippines

Education: Other graduate degree

Preferred skills: Domain(IBPO)->Finance & Accounting->Account Services-Record to Report-Special Accounting-All