Manager - Quality & Process Excellence

We are looking for an experienced Manager Quality Process Excellence to support the GCX Managed Network Operation Services delivery organization in Mumbai. The role establishes and strengthens quality governance, process excellence, operational controls, compliance and service-performance management across the managed-services environment.

The ideal candidate brings 1114 years in quality management, process excellence, service management or technology operations preferably in telecom, network managed services or complex service-delivery environments and can work across network operations, service delivery, engineering, customer-facing teams and external partners to improve process maturity, service quality and customer outcomes.

1. Quality Governance, Audit Compliance

Establish and drive the quality-management framework, standards, operational controls and review mechanisms across GCX Managed Services.

Develop quality KPIs, checklists, control points and audit mechanisms, and monitor performance across service-delivery teams.

Run periodic process, operational and service-quality audits; document observations, risks and non-conformities.

Track corrective and preventive actions through closure and ensure timely resolution of audit findings.

Support compliance with applicable quality, information-security and service-management requirements, and maintain evidence for internal and external reviews.

Ensure consistent application of quality practices across teams and service towers.

Define and run an annual service-delivery audit calendar covering NOC, field operations, change, incident and service-request processes.

Audit live service-delivery transactions ticket quality, escalation handling, customer communication and closure accuracy against defined standards.

Verify contractual and SLA compliance in service delivery, including measurement accuracy, exclusions, credits and reporting obligations.

Assess audit readiness for customers, ISO and internal management-system reviews, and coordinate responses to external audit findings.

Maintain a consolidated non-conformity and compliance register with owners, due dates and closure evidence.

Report audit coverage, findings trends and closure performance to management, and escalate repeat or overdue non-conformities.

2. Process Excellence

Review, standardize and simplify operational and service-delivery processes across managed-services functions.

Develop and maintain SOPs, workflows, process maps and governance documentation.

Identify process inefficiencies, bottlenecks, control gaps, duplication and operational risks.

Identify opportunities for automation, digitization, workflow optimization and reporting improvement.

Run process-maturity assessments and improvement roadmaps, and ensure process changes are documented, communicated and adopted.

3. Service Quality, Performance Reporting

Monitor service quality against contractual, operational and internal commitments, and track SLA, OLA and KPI trends.

Identify service-quality risks, delivery gaps and recurring issues, and drive improvement plans for underperforming services, teams or processes.

Support service-review, operational-review and customer-governance meetings.

Maintain management dashboards covering SLA/OLA compliance, process compliance, audit and CAPA closure, incident volumes and aging, service-review actions, vendor performance and customer feedback.

Establish clear reporting definitions, data sources, ownership and review cadence so dashboards deliver actionable insight rather than historical reporting.

Present performance trends, risks, exceptions and required decisions to senior management.

4. Incident, Problem Management RCA

Govern structured incident, problem-management and escalation processes.

Review major, recurring and customer-impacting incidents from a quality perspective, and ensure Root Cause Analysis is completed for high-impact and repeat issues.

Establish and monitor Corrective and Preventive Action (CAPA) plans, tracking actions through closure and validating effectiveness.

Identify systemic processes and control failures and drive reduction in repeat incidents and operational escalations.

Ensure lessons learned are incorporated into SOPs, controls and training.

5. Continuous Improvement

Identify priorities and lead continuous improvement initiatives across GCX Managed Services.

Apply Lean, Six Sigma, Kaizen or similar structured methodologies to recurring operational and service-quality issues.

Establish improvement charters, milestones, owners and benefit-tracking mechanisms.

Quantify benefits such as reduced incidents, improved compliance, lower cycle time, reduced rework or improved customer satisfaction.

Share best practices across service towers and embed completed improvements into standard processes and governance.

6. Stakeholder, Vendor Management Quality Culture

Work closely with Network Operations, Service Delivery, Engineering, customer-facing teams and support functions, acting as the quality and process-governance interface for internal stakeholders and enterprise customers.

Participate in service reviews, governance forums and escalation meetings, and establish clear ownership, escalation and communication mechanisms.

Coordinate with telecom carriers, technology vendors and managed-service partners, and review vendor performance, audit findings and improvement plans.

Coach teams on process adherence, RCA, CAPA, audit readiness and continuous improvement.

Facilitate quality reviews, process workshops and RCA sessions, and build accountability for service quality and operational controls.

Promote a data-driven, customer-focused quality culture and proactive risk management.

Must-Have Experience

1114 years of professional experience, with strong depth in quality management, process excellence, service management, operational governance or continuous improvement.

Experience in telecom, network managed services, enterprise technology, IT services or complex service-delivery environments.

Strong understanding of quality frameworks, process governance, operational controls and service-performance management.

Hands-on experience with process audits, SOP development, process standardization and compliance monitoring.

Strong experience with RCA, CAPA, problem management and corrective-action tracking.

Experience managing SLA, OLA and KPI performance, and producing management dashboards and service-review packs.

Experience driving continuous improvement, automation or process-optimization initiatives with enterprise customers and cross-functional teams.

Strong stakeholder-management, communication and facilitation skills, including vendor, carrier and partner management.

Ability to work independently, manage competing priorities and deliver measurable improvements.

Preferred Qualifications

ITIL certification.

Lean / Six Sigma certification.

ISO 9001, ISO 20000 or ISO 27001 management-system exposure.

Experience with ITSM, ticketing, monitoring or network service-assurance platforms.

Experience with automation, process digitization, operational analytics or dashboarding tools.

Knowledge of audit, risk-management and compliance frameworks.