About the role
Principal Accountabilities
Provide process consultancy for all projects and BEU subfunctions Perform risk assessment and deliver early s Perform process calibration as per applicability and defined criteria Drive project and accountlevel initiatives goals and improvements using strong understanding of QMS ISO CMMI ITIL and Agile frameworks Govern the risks opportunities and process improvements identified
Plan and conduct audits effectively for moderate to complex projects using sound generic domain and specialist knowledge necessary for audits
Work autonomously applying analytical skills and the ability to synthesize information and data to perform a range of audit work achieve desired results and provide insights and recommendations Govern and track implementation of recommendations
Provide inputs to update existing process documents effectively and perform reviews
Present and disseminate information effectively to team members within the group and to external stakeholders
Maintain strong knowledge of all process training objectives and mandates
Conduct mandatory rolebased trainings for team members project managers and senior managers TMsPMsSMs
Support deployment of processes through timely completion of assigned tasks by collaborating with impacted stakeholders
Understand the principle and objective of new or changed processes and address stakeholder questions
Conduct projectlevel DUlevel and accountlevel data analysis or baselines and provide insights recommendations and governance oversight
Use advanced features of MS Word PowerPoint Excel including functions and macros Leverage tools such as MINITAB Visio Power BI Gen AI tools eg Copilot and Python to create automated solutions dashboards and templates
Consult project managers on deployment of QMS metrics framework estimation techniques MAPs highmaturity solutions and CAR
Demonstrate strong understanding of LTM QMS various lifecycles and organizational tools Pursue and maintain formal training and certifications in standards such as CMMI ISO 9001 27001 42001 14001 45001 ITIL and related frameworks
Secondary Accountabilities
Develop quality professionals by coaching mentoring and providing continuous guidance to build careers in Delivery Excellence
Conduct account and program audits
Contribute to RFPRFIanalyst responses and due diligence activities
Drive organizationlevel transformation initiatives
Represent and govern client audits ISAE SOC 2 and similar engagements
Review organization baselines large programs and governance frameworks
Analytical Thinking
Behavior Indicators
Critically examines issues by breaking them down into manageable components in considerably challenging situations by anticipating issues that are not readily apparent
Applies business analytics to confirm priorities makes rational judgments from available information and logical deductions from large unstructured data without guidance
Frequently validates available options and selects the most effective solution providing significant value addition
Communicating and Influencing
Behavior Indicators
Listens actively and understands others perspectives negotiates effectively with senior management by anticipating and managing objections to achieve organizational and global goals
Consistently uses advanced communication and influencing skills to progress complex situations and achieve significant impact with key stakeholders
Is a role model effectively presents to and facilitates large influential groups including hostile audiences
Guides others to understand and use effective crosscultural communication skills to create winwin situations
Customer Focus
Behavior Indicators
Frequently matches stakeholder needs and service standards to ensure customer requirements are met organizes and proposes processes for complex and sensitive issues to deliver customer excellence
Pursues completion of considerably challenging objectives that support meeting customer needs promotes and operationalizes customer service as a value
Identifies strategies or crossfunctional synergies when dealing with considerably challenging customer issues to align customer and organizational needs
Does not require guidance to measure compliance with organizational mandate and effectively translates requirements into scope for internal team members
Drive for Results
Behavior Indicators
Frequently pursues excellence and sets ambitious targets to motivate self and others to achieve milestones
Is passionate about working giving guidance setting standards achieving higher results takes calculated risks in considerably challenging situations remains optimistic resourceful and tenacious
Is resultoriented takes responsibility for making decisive decisions to move things forward toward delivery of set service targets