Senior Manager, Transactional Quality

Senior Manager, Transactional Quality
Role Summary
The Senior Manager, Transactional Quality will lead the quality strategy, governance framework, and continuous improvement initiatives across high-volume transaction-based service delivery environments. This role is responsible for driving accuracy, compliance, quality performance, process excellence, and customer outcomes through robust quality management practices and data-driven decision making.
The successful candidate will collaborate with cross-functional stakeholders to identify improvement opportunities, strengthen quality controls, enhance process effectiveness, mitigate risk, and foster a culture of continuous improvement. This position requires strong leadership, analytical expertise, stakeholder influence, and a passion for delivering measurable business outcomes.
Key Responsibilities
Quality Strategy & Governance
Develop and execute a comprehensive quality management framework.
Establish, monitor, and continuously refine quality standards, scorecards, audit methodologies, and key quality metrics.
Conduct trend analysis, defect analysis, and root cause investigations to identify performance improvement opportunities.
Ensure consistent application of quality standards, procedures, controls, and governance requirements.
Lead calibration and alignment initiatives to drive consistency in quality assessments and decision-making.
Continuous Improvement & Process Excellence
Identify opportunities to improve quality performance, efficiency, productivity, and customer outcomes.
Drive initiatives focused on defect reduction, process optimization, and operational excellence.
Develop business cases and recommendations that support transformation and process enhancement efforts.
Partner with stakeholders to support implementation of new processes, workflows, technologies, and business initiatives.
Capability Development
Leverage quality insights to identify knowledge, skill, and performance gaps.
Design and support targeted coaching, learning, and capability-building initiatives.
Promote a culture of continuous learning and professional development.
Ensure quality feedback mechanisms effectively support employee growth and business objectives.
Compliance & Risk Management
Maintain adherence to regulatory requirements, internal controls, client commitments, and organizational policies.
Lead quality audits and governance reviews.
Track corrective and preventive action plans to ensure sustainable resolution of identified issues.
Identify operational and process risks and implement appropriate mitigation strategies.
Data Analytics & Business Insights
Develop and maintain quality dashboards, performance reporting, and executive-level reviews.
Analyze quality metrics, defect trends, turnaround performance, productivity indicators, and customer experience measures.
Present actionable insights and recommendations to senior stakeholders.
Support a data-driven culture by translating performance data into measurable improvement opportunities.
People Leadership
Lead, mentor, and develop quality professionals and people leaders.
Create a high-performance culture centered on accountability, collaboration, and continuous improvement.
Drive workforce planning, succession planning, performance management, and employee engagement initiatives.
Foster an inclusive and growth-oriented team environment.
Stakeholder Engagement
Build strong relationships across business functions and support teams.
Facilitate governance discussions, quality reviews, and performance improvement initiatives.
Act as a trusted advisor on quality performance, risk mitigation, and transformation opportunities.
Influence and drive cross-functional collaboration to achieve organizational objectives.
Required Qualifications
Bachelor's degree or equivalent professional experience.
Proven experience leading Quality, Process Excellence, Continuous Improvement, Audit, or Performance Management functions.
Strong analytical skills with the ability to interpret complex data and translate insights into action.
Demonstrated success in driving process improvements and performance outcomes.
Minimum 5 years of people leadership experience.
Excellent communication, presentation, and stakeholder management skills.
Strong problem-solving and decision-making capabilities.
High level of proficiency with reporting tools, business systems, and technology platforms.
Fluency in English.
Preferred Qualifications
Experience in quality governance within a transaction-intensive, service delivery, compliance-driven, or regulated environment.
Knowledge of quality methodologies such as Lean, Six Sigma, Continuous Improvement, or Operational Excellence frameworks.
Experience leading organizational change and transformation initiatives.
Strong experience in quality analytics, performance reporting, and process governance.

Work arrangement
No