Head of Quality- Speed

Job Description

A.  Process Improvement

●   Champion the identification and quantification of gaps and inefficiencies across business processes and drive data-backed improvements

●   Lead the standardisation of processes by developing and implementing SOPs across all departments; ensure version control and periodic SOP review cycles

●   Drive initiatives to improve turnaround time (TAT) without compromising quality; establish TAT benchmarks aligned to industry standards

●   Partner with departments to streamline workflows and eliminate rework; deploy value stream mapping to visualise waste

B.  Process Optimisation & Root Cause Analysis

●   Analyse recurring errors and quality issues across processes using statistical process control (SPC) tools

●   Conduct root cause analysis (RCA) using structured techniques such as 5-Why, Fishbone / Ishikawa, and FMEA to identify underlying problems

●   Embed corrective and preventive actions (CAPA) to improve First Time Right (FTR) ratios

●   Benchmark internal processes with industry standards and leading NBFC / banking peers; publish quarterly benchmarking reports

C.  Quality Assurance & Continuous Improvement

●   Establish and monitor measurable quality standards and SLAs across all functions

●   Develop and drive internal quality scoring systems to track errors and performance at department and individual levels

●   Conduct periodic audits and reviews to ensure adherence to standards; maintain an audit calendar with defined frequency by risk category

●   Promote a culture of continuous improvement across all levels of the organisation.

D.  Project Management

●   Steer and execute DMAIC / DMADV - structured quality improvement projects across departments

●   Establish clarity and ownership of project scope, timelines, and deliverables; maintain a live project portfolio tracker with RAG status

●   Coordinate with cross-functional teams to ensure smooth execution; chair monthly Quality Steering Committee meetings

●   Monitor progress against KPIs and communicate strategic updates to senior leadership

E.  Change Management

●   Facilitate adoption of new processes, tools, and quality initiatives using structured change management frameworks

●   Ensure effective roll-out of transformation initiatives across departments

●   Align stakeholders to build commitment and shared accountability for quality outcomes

●   Minimise operational disruption during process changes and conduct post-implementation reviews (PIR)

F.  Training & Development

●   Identify skill gaps related to quality and process adherence through competency assessments and error pattern analysis

●   Create and deliver capability-building programmes, including Lean Six Sigma awareness and certification pathways

●   Develop and enable a Quality Champions Network with clear accountability and ownership

●   Promote awareness of quality standards, SOP adherence, and FTR practices through sustained engagement platforms such as town halls, newsletters, and digital learning

●   15+ years of experience in quality management, process improvement, or operations excellence

●   Lean Six Sigma Black Belt (BB) or Master Black Belt (MBB) certification is preferred

●   Prior experience in financial services (NBFC, banking, insurance), GCC or manufacturing sector is essential

●   Demonstrated track record of leading large-scale process transformation programmes with measurable ROI

●   Excellent stakeholder management, executive communication, and cross-functional leadership capabilities

●   PMP® or equivalent project management certification is an added advantage