Assistant Deputy Manager

Job Description – Assistant Deputy Manager / Deputy Manager – Delivery Excellence

Location: Mallasamudram
Department: Delivery Excellence
Reporting To: Manager – Delivery Excellence

The Assistant Deputy Manager / Deputy Manager – Delivery Excellence will be responsible for driving Quality, Governance, Continuous Improvement and Operational Excellence initiatives across assigned business units.

The role will work closely with Operations and support functions to improve quality, productivity, compliance, customer satisfaction and overall business performance through structured governance, Lean methodologies and data-driven decision-making.

• Design, implement and sustain Quality and Governance frameworks across assigned business units.

• Define and implement quality standards, audit methodologies, SOPs and governance mechanisms.

• Conduct process quality audits, transaction audits and governance reviews to ensure compliance and process adherence.

• Monitor adherence to SOPs, customer requirements, quality standards and compliance guidelines.

• Analyse quality and operational trends and drive Corrective and Preventive Actions (CAPA).

• Lead periodic governance reviews with Operations and Leadership teams.

• Develop and maintain governance dashboards, MIS and management reports.

• Drive Lean, Six Sigma, Kaizen, PDCA and Continuous Improvement initiatives.

• Facilitate Root Cause Analysis (RCA) using 5 Why, Fishbone and Pareto analysis.

• Identify opportunities for process standardization, simplification and best-practice implementation across projects.

• Monitor KPIs, SLAs, quality metrics and operational performance.

• Identify operational risks and develop appropriate risk mitigation and improvement plans.

• Collaborate with Operations, Training, MIS, Automation and other support functions to drive business improvements.

• Identify and drive automation and digital transformation opportunities.

• Support customer governance meetings, business reviews and executive presentations.

• Coach and mentor teams on Quality, Process Excellence and Operational Excellence practices.

• Support internal, external and customer audits and ensure timely closure of audit observations.

• Prepare executive-level reports, insights and improvement recommendations.

• Lead cross-functional improvement projects from identification through implementation and sustainability.

• Promote a strong culture of Quality, Continuous Improvement and Operational Excellence across the organization.

• Bachelor's degree in engineering, Commerce, Business Administration, Management or a related discipline.

• MBA in Operations / Quality Management will be preferred.

• Lean Six Sigma Green Belt / Black Belt certification will be an added advantage.

• 5–6 years of relevant experience in Quality, Process Excellence, Operational Excellence, Continuous Improvement or a related function.

• Experience in Quality Governance, Process Audits, RCA, Lean/Six Sigma and performance improvement will be preferred.

• Quality Management Systems (QMS)

• Quality Assurance & Quality Governance

• Process Excellence / Operational Excellence

• Continuous Improvement

• Lean Six Sigma / Kaizen / PDCA

• Root Cause Analysis – 5 Why, Fishbone & Pareto

• Process & Transaction Audits

• SOP & Compliance Management

• KPI / SLA Management

• Advanced Excel & Data Analysis

• MIS & Dashboard Reporting

• Stakeholder Management

• Project Management

• Leadership, Coaching & Team Management

• Presentation & Communication Skills

• Customer & Executive Governance

• Willingness to work in customer-aligned shifts, as required.

• Willingness to travel based on business requirements.

• Ability to support transitions, customer visits, audits and business expansion initiatives.

• Strong analytical, problem-solving and stakeholder management skills.