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 11–14 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