Job Title:  Operate Quality Manager | Bengaluru/Pune | Operate SGO

Role: Operate Quality Manager

Your potential, unleashed.

India’s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realise your potential amongst cutting edge leaders, and organisations shaping the future of the region, and indeed, the world beyond.

At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.

The team

Operate is one of our Four at the Core pillars driving forward our transformation agenda. Operate sees us run, maintain and enhance our clients existing services on a recurring basis. Using Operate services, we transform conventional approaches for operating critical processes, infrastructure, platforms and applications. By applying the right mix of Deloitte tech, intellectual property, talent and capacity, we help organisations embed continuous advantage through new outcome-oriented solutions that deliver enhanced business value.

Deloitte has established an Operate Centre of Excellence for the Asia Pacific region. The COE aims to deliver top-tier Operate capability support, catering  to APAC and other markets across the region

Your work profile

You are passionate about process quality, in the context of business operations. You have a deep understanding about what constitutes a high quality continuously improving operation, and what it takes to build it. You understand what the latest thinking is in this field, and you have experience of developing organisation capability in this area. You have worked with and are able to engage with senior leaders across the business. 

This is a great opportunity to join a newly formed programme, leveraging Deloitte’s network and capabilities to build a world-class technology-asset enabled businesses.

Responsibilities:

·      Develop Quality and Improvement capability: Work closely with Operations delivery organisations to develop and implement the framework, methods and tools that underpin the operational excellence program:

o   Develop the quality framework for managing client operations across our operations delivery portfolio, covering technology services such as application management, functional areas such as Finance and Accounting, and industry specific services;

o   Establish the methods and tools needed to enable operations team to setup high performance operations from the start, and the control mechanisms to monitor this on an ongoing basis with metrics driven approach

o   Establish the methods and oversee the development of tools to drive operational maturity, and continuous improvement, utilizing tools such as process reengineering, Automation, Analytics and AI;

o   Drive the development of training materials to train operations team and leaders in deploying these methods within their operations.

o   Develop teams that support with the development and execution of the quality and continuous improvement capability.

o   Develop innovation program, to drive step improvements in business outcomes, beyond process improvements.

·      Support Delivery: Monitor and coach operations delivery teams:

o   Conduct reviews of the Operate engagement through their lifecycle to embed the quality framework in the day to day operations from Day 1 and to move up operational maturity curve with time;

o   Support targeted interventions to solve specific operations quality issues, utilizing the latest thinking on process improvement tools and techniques.

o   Assist with the deployment of function specific assets that drive further client value

o   Coach new team leads and managers with delivery management

o   Drive continuous improvement and innovation

o   Oversee targeted interventions to solve specific delivery issues.

·      Support Business Development:

o   Build collateral that can be incorporated into sales and marketing collateral that reflect Deloitte Operate standards and capabilities;

o   Support sales proposal with materials that clarify our thinking and approach to the operational quality and thereby build client confidence in our ability to deliver

o   Participate in client Orals and sales presentations as needed to explain our quality and improvement framework

Desired qualifications

• Training and experience in process improvement and quality frameworks in areas such as Business Process Management (BPM0, total quality management (TQM), Six Sigma, and Lean methods.
• Experience in applying Process Quality frameworks to large operational teams and systematically improving client outcomes, reducing cost of poor quality and lifting organisation capability in this space, preferably in an operations outsourcing context.
• Confidence and ability to apply your knowledge to direct the development of internal quality frameworks, and the methods and technology tools to support its deployment into client engagements.
• Experience in building, managing and developing teams in this space
• Ability to engage confidently with client stakeholders on matters relating quality, process improvements and innovation.
• Exposure to quality management and continuous improvement methods
• Strong time management skills; ability to work independently under pressure, and on multiple assignments while maintaining deliverables quality.
• Effective written and verbal communication skills, with the ability to adapt communication styles to stakeholders. 
• Motivated, energetic, and self‐directed. 
• Capable of building effective working relationships with internal stakeholders across multiple business areas, functions, and geographies.
• Ability to travel within Asia Pacific region as may be needed.
• Flexibility and adaptability to different cultures, time zones, and work practices, adjusting communication and approach accordingly.

Location and way of working

·      Base location: Bangalore/Pune

·      This profile involves frequent travelling to client locations

·      Hybrid is our default way of working. Each domain has customised the hybrid approach to their unique needs.

Your role as a leader

At Deloitte India, we believe in the importance of leadership at all levels. We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and society, and make an impact that matters.

In addition to living our purpose, leaders across our organization must strive to be:

·      Inspiring - Leading with integrity to build inclusion and motivation

·      Committed to creating purpose - Creating a sense of vision and purpose

·      Agile - Achieving high-quality results through collaboration and Team unity

·      Skilled at building diverse capability - Developing diverse capabilities for the future

·      Persuasive / Influencing - Persuading and influencing stakeholders

·      Collaborating - Partnering to build new solutions

·      Delivering value - Showing commercial acumen

·      Committed to expanding business - Leveraging new business opportunities

·      Analytical Acumen - Leveraging data to recommend impactful approach and solutions through the power of analysis and visualization

·      Effective communication – Must be well abled to have well-structured and well-articulated conversations to achieve win-win possibilities

·      Engagement Management / Delivery Excellence - Effectively managing engagement(s) to ensure timely and proactive execution as well as course correction for

the success of engagement(s)

·      Managing change - Responding to changing environment with resilience

·      Managing Quality & Risk - Delivering high quality results and mitigating risks with utmost integrity and precision

·      Strategic Thinking & Problem Solving - Applying strategic mindset to solve business issues and complex problems

·      Tech Savvy - Leveraging ethical technology practices to deliver high impact for clients and for Deloitte

·      Empathetic leadership and inclusivity - creating a safe and thriving environment where everyone's valued for who they are, use empathy to understand others to adapt our behaviours and attitudes to become more inclusive. 

How you’ll grow

Connect for impact

Our exceptional team of professionals across the globe are solving some of the world’s most complex business problems, as well as directly supporting our communities, the planet, and each other. Know more in our Global Impact Report and our India Impact Report.

Empower to lead

You can be a leader irrespective of your career level. Our colleagues are characterised by their ability to inspire, support, and provide opportunities for people to deliver their best and grow both as professionals and human beings. Know more about Deloitte and our One Young World partnership.

Inclusion for all

At Deloitte, people are valued and respected for who they are and are trusted to add value to their clients, teams and communities in a way that reflects their own unique capabilities. Know more about everyday steps that you can take to be more inclusive. At Deloitte, we believe in the unique skills, attitude and potential each and every one of us brings to the table to make an impact that matters.

Drive your career

At Deloitte, you are encouraged to take ownership of your career. We recognise there is no one size fits all career path, and global, cross-business mobility and up / re-skilling are all within the range of possibilities to shape a unique and fulfilling career. Know more about Life at Deloitte.

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