Group Manager - Transactional Quality (Six Sigma/ Process Excellence/ Business Excellence) - GGN - NH8 - REF105955K_2026263868

Job Description

The Group Manager – Quality is responsible for leading quality strategy, governance, and performance across Risk Ops and User Ops. The role involves managing multiple teams, defining quality frameworks, and driving large-scale improvements aligned with business and client expectations.________________________________________Responsibilities• Own end-to-end quality framework across Risk Ops and User Ops.• Define quality metrics, sampling approaches, and governance models.• Lead multiple QA teams and ensure delivery of quality KPIs.• Drive stakeholder engagement with Operations, Training, and clients.• Lead performance reviews, audits, and governance forums.• Identify strategic improvement areas and drive transformation initiatives.• Ensure consistency in QA processes, calibrations, and audit standards.• Implement best practices in quality management and customer experience.• Drive accountability for quality, CSAT, and compliance.• Mentor Assistant Managers and Deputy Managers.

Qualifications

• 7–11 years of experience in QA / Customer Service / BFS / FinTech/ BPO leadership roles.• Proven experience in team leadership and stakeholder management.• Well-versed in compliance and customer experience frameworks and industry best practices.• Excellent analytical, reporting, and presentation skills.• Experience in driving process improvements and governance.