HCLTech
Location
Chennai | India
Job description
Be overall responsible for deploying and maintaining HCL DPO QMS and ensure conformance to ISO 9001:2015 and ISO 20000-1 and company's QMS & SMS requirements. Own end to end audit planning and execution effort for internal/external for all DPO programs & locations, accountable for entity certification. Incumbent will also be involved in service assurance initiatives, maintain a high and consistent level of support service quality across various projects within the firm to attain business outcomes & provide zero surprises to Operations. Required to work both as an individual contributor / collaborator with teams.
Location: Noida, Chennai & available to travel and work in flexible shifts as needed.
Roles & Responsibilities:
• Ensure QMS documentation, updation and implementation across DPO inline with ISO 9001:2015, ISO 20000-1, company's QMS & SMS requirements
• End to end audit planning, leading & executing the internal/external audits for all DPO programs & locations • Identify and document non-conformities and improvement opportunities
• Prepare audit report & review with stakeholders
• Monitor & maintain corrective actions and be responsible for timely gap fulfilment
• Analyze the audit results and recommend process improvements /best practices
• Liaison with External Certification body, internal audit team, top management of aligned programs/ functions status
• Design, deploy/ uplift the existing Service Quality framework for providing insights into the business conditions for enhancing process efficiency, improve quality and aide predictability of Operations Health
• Understand, define & monitor the business indicators (Lagging & Leading Indicators) and create Early Warning system
• Perform risk & controls assessment/FMEA and create propose a robust controls framework
• Create Process Health Dashboards & reports, perform ad-hoc analysis, and implement action plans
• Drive ongoing/ identified service assurance initiatives, continuous process improvement program • Accountable for overall data accuracy, timeliness and overall quality of the overall work product
QUALIFICATIONS Degrees, Certifications, Experience:
• MBA or PG degree preferably in Business Administration/Engineering
• Minimum 8 years of experience in auditing quality mgt. system for service industry across India and geographies. [Knowledge about Risk mgt. & controls/ information security knowledge will be an advantage]
• Excellent knowledge about service quality- both in Operations and support functions • Proven record of project managing auditing efforts
• BB certified/Trained & tested or GB certified
• International Standard Certification: Lead Auditor for ISO 9001: 2015 and/or ISO 20000-1 ITSM with deployment experience. Preferred: IATF 16949 certified, COPC knowledge
SKILLS:
▪ Indepth understanding of Quality management system and Operations and Support functions working
▪ Extensively audited Operations & support functions [HR, Recruitment, Administration, Procurement, Transport, Information security, Physical security, IT service management etc.] in service industry
▪ Hands-on experience in designing service quality assurance framework and process improvement initiatives
▪ Performed extensively Risk and controls assessment /FMEA
▪ Sound understanding of business metrics & how support impacts those
▪ Excellent analytical, data visualization, problem-solving and advisory ability
▪ Excellent in Advanced MS-Excel, PowerPoint, Minitab, MS-Visio usage. Preference: SAP, Tableau knowledge
▪ Excellent project management ability.
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