Description
Design and implement a standardized Quality Management System (QMS) across the Business Services organization, defining quality standards, policies, and control mechanisms.
Ensure alignment with internal controls (e.g., ISAE 3402) and compliance requirements.
Define and manage quality KPIs (accuracy, error rates, SLA adherence, rework levels) and track and report quality performance to the leadership team.
Implement quality checks, audits, and sampling methodologies, ensuring root cause analyses (RCA) are performed for recurring issues.
Identify process inefficiencies and drive standardization across teams and entities.
Lead Lean initiatives to reduce errors and improve efficiency.
Partner with Process Owners to simplify and harmonize processes before automation.
Collaborate with Automation and Digital teams to ensure quality-by-design in RPA, IDP, and Agentic Automation solutions, while identifying opportunities to reduce manual errors through automation.
Ensure data quality and process stability as prerequisites for digitalization.
Build strong relationships with team leads and managers to embed quality ownership, promote a quality-first mindset and accountability culture, and coach team leads on error prevention, not just error correction.
Responsibilities:
- Design and implement a standardized Quality Management System (QMS) across the Business Services organization.
- Ensure alignment with internal controls (e.g., ISAE 3402) and compliance requirements.
- Define and manage quality KPIs (accuracy, error rates, SLA adherence, rework levels).
- Implement quality checks, audits, and sampling methodologies.
- Identify process inefficiencies and drive standardization across teams and entities.
- Lead Lean initiatives to reduce errors and improve efficiency.
- Partner with Process Owners to simplify and harmonize processes before automation.
- Collaborate with Automation and Digital teams to ensure quality-by-design in RPA, IDP, and Agentic Automation solutions.
- Ensure data quality and process stability as prerequisites for digitalization.
- Build strong relationships with team leads and managers to embed quality ownership, promote a quality-first mindset and accountability culture, and coach team leads on error prevention, not just error correction.
Qualifications:
- Bachelor’s or Master’s degree in Business, Finance or related field.
- 5-8+ years experience in Business Services / SSC / BPO environment.
- Strong experience in Finance & Accounting processes (AP, AR, R2R preferred).
- Proven track record in quality management, process improvement or operations excellence.
- Lean / Six Sigma certification is a plus.
- Experience with automation tools (RPA, AI, process mining) is an advantage.
Benefits:
- Unlimited employment contract.
- Full-time position (40 hours per week).
- 27 vacation days.
- Flexibility and willingness to travel.
- Valid work permit required.