About Firstsource:

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. We specialize in helping customers stay ahead of the curve through transformational solutions that reimagine business processes, delivering increased efficiency, deeper insights, and superior outcomes.

As trusted brand custodians and long-term partners to over 100 leading brands, we have a presence in the US, UK, Philippines, India, and Mexico. Our 'rightshore' delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.

Role & Responsibilities:

Role Description: As the Manager of Service Quality, you will play a pivotal role in elevating the standards of service excellence and services processes. You will be responsible for designing, implementing, and overseeing strategies aimed at enhancing the capabilities and proficiency of our workforce to deliver exceptional service quality.

Roles & Responsibilities:

• Develop and implement a comprehensive capability development strategy aligned with the organization's service quality objectives and industry best practices.
• Identify key areas for improvement in service quality and establish clear goals and objectives to address these areas.
• Collaborate with cross-functional teams to ensure alignment of capability development initiatives with organizational priorities.
• Design and coordinate quality assurance frameworks, rubrics and protocols to continuously monitor service quality standards across different services functions.
• Analyze performance data, customer feedback, and industry benchmarks to identify areas for improvement and implement corrective actions as necessary.
• Implement initiatives to drive a culture of continuous improvement and excellence in service delivery
• Collaborate with operational teams to streamline processes, identify bottlenecks, and introduce innovations that enhance service efficiency and effectiveness.
• Drive initiatives to leverage technology and digital solutions to optimize service delivery and improve customer experience
• Lead and manage a team of capability development professionals, providing mentorship, guidance, and fostering a culture of learning and development.
• Foster strong cross-functional relationships, collaborating with leaders and stakeholders across the organization to drive a unified approach towards service quality.

Liaised with clients in a BPO 1

Legwork and strategy

RCA Performance

Expected/Key Results

• Ensure on-time planning and delivery of projects, emphasizing meticulous planning to minimize delays and optimize resource utilization.
• Achieve 100% adherence to Service Delivery Turnaround Time (TAT) for all transition action items, enhancing efficiency and client satisfaction.
• Minimize project risk through proactive identification, assessment, and mitigation strategies, ensuring smooth project execution.
• Achieve 100% adherence to client propositions and requirements, focusing on the efficiency and accuracy of reports and dashboards to meet and exceed client expectations.
• Champion ongoing process improvements to enhance overall operational efficiency and effectiveness, ensuring a dynamic and adaptive approach.
• Build new client relationships and sustain existing ones, fostering strong partnerships to promote long-term collaboration and mutual success.
• Ensure the availability of resources necessary for meeting project SLAs, optimizing resource allocation for maximum project delivery efficiency.
• Cultivate strong internal stakeholder relationships, as evidenced by stakeholder feedback.

Preferred Educational Qualification:

• Bachelor's degree

Competencies & Skills:

• Strong understanding of quality improvement methodologies, training, and adult learning principles
• Experience in designing and delivering training programs, preferably in service-oriented industries
• Excellent analytical, problem-solving, and project management skills
• Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels