Manager - Quality Manager (MF/AIF Operations)

Key Responsibilities

Quality & Process Governance

• Develop, document, and maintain Standard Operating Procedures (SOPs) for the top 10 GIFT City operational processes across all business lines.
• Establish and operationalize maker-checker controls across 5-7 critical processes within the defined timeline.
• Implement a PPM-based quality measurement framework and ensure daily quality monitoring and reporting for key operational processes.

Operations Monitoring & MIS

• Monitor and analyze daily operational metrics, including production volumes, throughput, productivity, turnaround time (TAT), and pendency across key processes.
• Publish daily operational MIS and quality dashboards to provide performance visibility and actionable insights.
• Drive daily operational governance by conducting the GIFT City morning huddle and ensuring participation in enterprise-level Operations "Work-to-Finish" meetings.
• Consolidate and report GIFT City operational performance metrics for inclusion in monthly client SLA reviews.

Client Governance & Reporting

• Design and implement daily client performance reporting to ensure transparency on operational delivery.
• Coordinate and facilitate weekly governance calls and monthly service review meetings with clients and internal stakeholders.

Risk, Control & Escalation Management

• Implement and govern the Critical Incident Reporting (CIR) framework across all GIFT City operations.
• Roll out the fraud alert management process as per the planned implementation timeline.
• Establish and manage Audit PMO and Operations PMO governance frameworks across GIFT City operations.
• Review and finalize quality measurement standards, including error PPM methodology, sampling approach, and quality parameters.

Training & Capability Development

• Identify and allocate trainers to support operational capability building.
• Review, update, and maintain training content to ensure process accuracy and relevance.
• Define and manage classroom training schedules and refresher training frequency.
• Conduct knowledge assessments through periodic quizzes and track corrective actions for unsuccessful outcomes.