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DGM - Quality - GCC

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Adani Group

3mo ago

  • Job
    Full-time
    Expert Level
  • Research & Development

AI generated summary

  • You need a Master's in Business Management, experience in quality COE, proven skills in quality assurance and process improvement, plus certifications in methodologies like Six Sigma or Lean.
  • You will oversee quality strategies, manage SLAs, drive process improvements, conduct audits, handle customer feedback, and ensure compliance with standards for optimal service delivery.

Requirements

  • * Master's Degree in Business Management or relevant field
  • * Prior experience of working in quality COE for multi-functional capability centers
  • * Proven track record of developing and implementing quality assurance mechanisms (lean, six sigma, etc.) and metrics (KPIs, SLAs, etc.) in a multi-business multi-functional capability center
  • * Strong understanding of quality assurance and process improvement principles and practices
  • * Certification from recognized bodies in methodologies (Six Sigma, Lean, etc.) would be a plus

Responsibilities

  • Quality Assurance Strategy
  • Oversee the design and improvement of the key processes / services in coordination with internal stakeholders and in line with applicable regulations and standards.
  • Drive a customer-centric quality mindset throughout the organization.
  • Quality Assurance Management
  • Oversee and ensure effective and efficient implementation of SLAs, customer care, quality assurance, and process excellence activities.
  • Oversee the planning and execution of regular quality assessments to ensure that the processes / services meet quality standards.
  • Undertake regular evaluation of the effectiveness of quality assurance mechanisms, identify areas for improvement and take necessary actions.
  • Ensure continuous monitoring and evaluation of the GCC performance against SLAs through data and information collection and analysis to ensure compliance with SLAs and to identify areas for improvement.
  • Ensure that corrective and preventive actions are taken to address deviations from SLAs desired outcomes in collaboration with concerned stakeholders.
  • Oversee the preparation and submission of regular reports and SLA performance dashboards that provide SLA status, trends, and areas of attention to relevant businesses, functions and stakeholders.
  • Conduct regular quality audits to assess adherence to processes and standards.
  • Pt Process Improvement
  • Collaborate with process owners to streamline workflows and enhance operational efficiency.
  • Implement Lean and Six Sigma principles to drive continuous improvement.
  • Complaint Management
  • Direct the development of customer feedback mechanisms to capture customer insights and drive continuous improvement to customer experience.
  • Identify quality-related risks and develop mitigation strategies.
  • Monitor trends and proactively address potential issues.
  • Ensure timely resolution of quality incidents and customer complaints.

FAQs

What is the primary responsibility of the DGM - Quality - GCC?

The primary responsibility is to oversee the design and improvement of key processes and services to ensure compliance with applicable regulations and standards while driving a customer-centric quality mindset throughout the organization.

What educational qualifications are required for this position?

A Master's Degree in Business Management or a relevant field is required.

Is prior experience in quality assurance necessary for this job?

Yes, prior experience working in a quality Center of Excellence (COE) for multi-functional capability centers is necessary.

What methodologies should candidates be familiar with?

Candidates should have a proven track record of developing and implementing quality assurance mechanisms such as Lean and Six Sigma, as well as familiarity with performance metrics like KPIs and SLAs.

What role does the DGM - Quality - GCC play in complaint management?

The DGM - Quality - GCC is responsible for directing the development of customer feedback mechanisms, identifying quality-related risks, ensuring timely resolution of quality incidents, and monitoring trends to proactively address potential issues.

Are there specific certifications that are preferable for this role?

Yes, certification from recognized bodies in methodologies such as Six Sigma and Lean would be a plus.

How does the DGM - Quality - GCC ensure compliance with SLAs?

The DGM - Quality - GCC ensures compliance by continuously monitoring and evaluating performance against SLAs through data collection and analysis, while also identifying areas for improvement.

What types of audits will the DGM - Quality - GCC conduct?

The DGM - Quality - GCC will conduct regular quality audits to assess adherence to processes and standards.

What improvement methodologies are emphasized in the job role?

Lean and Six Sigma principles are emphasized as methodologies to drive continuous improvement.

Is the role focused solely on quality, or does it involve other areas as well?

While the primary focus is on quality assurance, the role also involves process improvement, complaint management, and collaboration with various stakeholders to enhance operational efficiency.

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Adani Group

Growth with Goodness

Energy
Industry
10,001+
Employees
1988
Founded Year

Mission & Purpose

Adani Group is a diversified organisation in India comprising 10 publicly traded companies. It has created a world class transport and utility infrastructure portfolio that has a pan-India presence. Adani Group is headquartered in Ahmedabad, in the state of Gujarat, India. Over the years, Adani Group has positioned itself to be the market leader in its transport logistics and energy utility portfolio businesses focusing on large scale infrastructure development in India with O & M practices benchmarked to global standards. With four IG rated businesses, it is the only Infrastructure Investment Grade issuer in India. Adani owes its success and leadership position to its core philosophy of ‘Nation Building’ driven by ‘Growth with Goodness’ - a guiding principle for sustainable growth. Adani is committed to increase its ESG footprint by realigning its businesses with emphasis on climate protection and increasing community outreach through its CSR programme based on the principles of sustainability, diversity and shared values.