Manager-Quality

Tech Mahindra; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Tech Mahindra Malaysia in Kuala Lumpur seeks a seasoned Quality & Operational Excellence professional. Lead the Quality Management System, drive ROI through Lean, Six Sigma, and continuous improvement. Manage TLs and QAs, and present outcomes to senior executives.

Requires strong Excel, data analysis, and cross-functional collaboration. Bachelor’s Degree and readiness for shift work are required; ISO audits are a plus.

Qualifications

• Bachelor’s Degree (any discipline) is required.
• Proficiency in Japanese Language (JLPT N1 or native level).
• Willingness to work on 24/7 shifts, holidays and weekends.
• Experience with Lean and other process-improvement methodologies.
• Strong business acumen and ability to quantify business cases.
• Excellent communication, able to present to Senior Executives.
• Ability to work under tight delivery timelines.
• Ability to develop tools and processes to optimize resources.
• Ability to manage internal and external clients and conflicts.
• Experience in leading TLs and QAs teams.
• Advanced Excel, data analysis, reporting skills.
• ISO 9000/20000/27000 audits experience preferable.

Responsibilities

• Establish and maintain Quality Management System for the account.
• Implement Operational Excellence tools (5S, RCA, Lean, Standard Work, Continuous Improvement, Six Sigma, GEMBA).
• Collaborate with site team to improve efficiency and key metrics via gap analysis and projects.
• Design KPI measures and dashboards to track performance for sustainability.
• Drive ROI/value through process improvements and business transformation.
• Ensure compliance with internal and external quality metrics and contractual requirements.
• Lead high-impact projects delivering financial gains for the customer.
• Coordinate with site/client teams on Model of Excellence, InfoSec, and policies.
• Oversee audits and quality monitoring; identify improvement opportunities.
• Act as Change Agent with Operations to optimize customer value across engagements.
• Liaise with Process Heads/Client to identify opportunities and implement improvements.
• Perform problem solving and support special projects as needed.

Skills

Japanese language proficiency

Lean

Financial analysis

Communication skills

Team leadership

Client management

Teamwork

Excel

Data analysis

Analytical skills

Reporting

Quality tools

ISO audits

Education

Bachelor’s Degree (any discipline)

Job description

• Bachelor’s Degree (any discipline) with 7-10 years of overall experience
• Proficiency in Japanese Language required (JLPT N1 or native level)
• Amenable to work on 24/7 shifting schedule, holidays, weekends and rest days
• No issues working in any location assigned by the company
• Experience with structured process improvement methodologies, including but not limited to Lean
• Strong business acumen and the ability to develop and deliver rigorous financial and/or analysis to quantify business case scenarios, options and risks
• Demonstrate excellent communication skills; ability to present ideas and solutions in a logical and articulate manner with the self-confidence to work with Senior Executives
• Ability to work within challenging environment with tight delivery timelines
• Out of the box thinker to develop tools and processes for best utilization of resources.
• Ability to manage Internal and external clients; Strong conflict management skills.
• Ability to manage team of TLs and QAs
• Self-motivated Team player
• Excellent skills on Excel/Quality Tools / Data Analysis /Analytical Skills / Reporting.
• Internal Quality Auditor in ISO 9000/ISO 20000/ISO 27000 preferable.

Roles and Responsibilities

• Establish and maintain Quality Management system for the account
• Implement Operational Excellence Tools (5S, RCA, Lean, Standard Work, Continuous Improvement, Six Sigma, Tiered Accountability & GEMBA).
• Works with the site team to achieve optimal results on efficiency and other operational key metrics (i.e. First Time Resolution, AHT, shrinkage, Utilization etc.) through gap analysis and process improvement projects
• Design and implement KPI measures, measurement systems and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement
• Driving ROI / Value Added approach by driving process improvements and business transformation
• Ensuring Internal and External Quality metrics are being met
• Delivers high impact projects targeting financial gains or value additions to the customer through process optimizations
• Works with the site/client team in upholding compliance in all organizational standard procedures and policies (i.e. Model of Excellence, InfoSec, Physical Security, Visitor Processing, operational processes, business reviews, etc.)
• Responsible for compliance in all contractual and regulatory requirements
• Train staff on Operational Excellence Tools & promote culture of Kaizen.
• Participate actively in all quality related audits both internal and external
• Supervise execution of transactional quality audits to position Transaction monitoring as a leading indicator of operational results and identify process improvement opportunities
• Analyze current situation (As-is), identify improvement opportunities and recommend measures (To-be) to re-engineer processes
• Act as a Change Agent and work closely with Operations to optimize Customer Value in multiple client engagements
• Should liaise with the Process Heads / Client to Identify Opportunity Areas & Prepare and Implement Improvements
• Problem solving and developing innovative solution
• Assisting Special Projects and performing other duties
• Any other task/s assigned by the reporting manager or as required by the business

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.