Service Quality Manager-Tietoevry Banking

Job Description

Developing, implementing, and maintaining the QMS to ensure compliance with ISO 9001 and other relevant standards within financial industry. Defining, monitoring and reporting quality objectives, key performance indicators (KPIs), and improvement initiatives. Assess improvement quantitatively. Ensuring that quality policies, procedures, and processes are documented, communicated, and followed, regardless of these are Group owned, Supplementary or Business specific. Leading Credit & Wealth Quality network to ensure good collaboration across the business units for the Quality area. Providing training and awareness programs to employees on quality management principles. Promoting a culture of continuous improvement and customer satisfaction. Taking responsibility for collecting and analysing data, identifying trends and potential issues, and implementing corrective measures to enhance performance Collaborating with SDMs taking into account customer feedback in order to identify improvement opportunities and participate in defining corrective actions to enhance service quality. Ensuring consistent quality of products and services through the implementation and management of quality management systems. Ensuring that quality objectives and improvements are monitored and reported to Credit & Wealth LT. We expect you to have 7+ years of relevant experience Communication skills : Effective communication is paramount. Service Quality Manager must convey information clearly, whether written or verbal. They should be adept at active listening, negotiation, and conflict resolution. Leadership and team management : Leadership and team management skills are vital for guiding and driving quality assurance mindset and activities working with cross functional and cross organizational teams. Analytical and problem-solving skills : Service Quality Manager need to be skilled at data analysis and trend identification to make the right decisions. They should also be able to solve problems while at all time considering customer, standards and compliance requirements. . Customer-centric mindset : Awareness of the clients demands and expectations must be taken into account when defining procedures and driving service quality improvements. Technical proficiency : A high-level understanding of IT systems, software, or other specialized tools used in delivery. Quality and process management : Highly skilled in quality management is essential. ITIL foundation and Process Management is of key importance. SQ Manager is responsible for setting processes, managing workflow, and driving efficiency in service delivery.