Senior Manager, Quality & Governance

The Senior Manager, QA and Governance leads a globally distributed team to ensure the delivery of high-quality HR services and governance across the organization and implementation of the QA framework. This role is pivotal in supporting the QA and Governance team, including a QA Services Project Manager, a QA Specialist, and an Experience Consultants. The Senior Manager champions process optimization, compliance, and strategic communication to enhance the overall employee experience and operational efficiency.

What You'll Do for Us:

Leadership and Team Management:

• Lead the QA and Governance team, ensuring effective prioritization and handling of projects and initiatives.

• Recruit, select, orient, train, coach, and develop team members to enhance performance and professional growth.

• Communicate job expectations, monitor performance, and provide regular feedback to drive continuous improvement.

• Manage team capability and capacity to deliver key performance indicators (KPIs) and service level agreements (SLAs).

• Ensure compliance with legal and business requirements in all regions, anticipating and planning for work volume peaks and changes in service delivery requirements.

• Analyze team performance, addressing issues proactively to maintain high levels of service delivery.

• Coach and guide HR managers, COEs, and other stakeholders on QA processes and governance.

• Engage with key stakeholders, including SBPs, BPL, People and Culture community, Employee Care, and global delivery leads, to align on strategies and share results.

• Interface with non-HR departments, such as IT and Procurement, for escalations and cross-functional collaboration.

• Lead the deployment and adoption of new systems and technologies to enhance QA and Governance operations globally.

• Build strong relationships within HR and with customers to optimize service delivery and support future company restructurings.

• Oversee the implementation of end-to-end project management standards, routines, and tools to ensure organizational goals are met.

• Direct strategy development for process optimization using tools such as process mapping, gap analysis, and root cause analysis.

• Implement change management processes to transition system architectures smoothly and mitigate disruption.

• Pioneer continual process evaluation and improvements to optimize organizational workflow and service quality.

• Conduct comprehensive training programs to encourage the adoption of new technologies and streamline processes.

• Establish, lead, and cultivate the Global Service Delivery Team's strategy around Operational Governance and Quality Management.

• Lead QA compliance and documentation processes, coordinating efforts for both corporate and statutory audits.

• Support QA and Governance frameworks by providing necessary documents and information for audits.

• Oversee compliance operations across multiple countries and regions to ensure alignment with global regulations and company policies.

• Supervise vendor relationships to guarantee compliance with quality standards and documentation management.

• Ensure statutory reporting to external entities and manage the onboarding process for new hires, ensuring regional compliance.

• Facilitate an end-to-end quality management framework, including support for quality drivers such as key process assets, data integrity, controls, and audits.

• Define, negotiate, and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

• Implement process controls to initiate corrective actions when metrics are off track.

• Establish knowledge management procedures to ensure consistent service quality across regions.

• Manage the standardization of processes across different regions and employee types.

• Lead change management efforts and maintain strong communication channels with key customers.

• Manage vendor relationships to meet SLAs and handle process changes, providing support to the HR community in managing complex escalations.

• Develop frameworks to continuously improve the customer experience.

• Spearhead cross-functional project governance and change management, including OKR reporting.

• Drive in-scope strategic programs and initiatives in support of key focus areas, from opportunity discovery to project execution, iteration, and closure.

• Enable consistent delivery and systematic review of key operational metrics and performance, including Executive and Account Management Reporting.

• Establish and implement a robust communications plan to support the effective delivery of strategic priorities.

• Help build a culture of operational excellence, client experience-focus, cross-functional problem solving, and proactive risk management and compliance.

• Act as a subject-matter expert in ad-hoc projects related to QA, Governance, and process optimization.

• Lead initiatives for process changes, system improvements, and automation.

• Identify and deploy process improvements in collaboration with HR and IT teams, ensuring compliance and improvement in process integrity.

• Proficiency in Project Management software and tools (e.g., MS Project, Asana, Trello).

• Expertise in Process Improvement tools and methodologies (e.g., Six Sigma, Lean, process mapping, gap analysis).

• Strong knowledge of Change Management practices and tools.

• Familiarity with Agile frameworks and methodologies.

• Advanced data analysis and interpretation capabilities (e.g., Excel, SQL, Tableau).

• Excellent writing and verbal communication skills.

• Leadership and organizational capabilities.

• Ability to develop and deliver training programs.

• Knowledge of Design Thinking principles.

• Certifications (PMP, Six Sigma, Lean, Agile) are a plus.

• Bachelor's degree in business administration, Human Resources, or related fields; advanced degrees and certifications (e.g., PMP, Six Sigma) are advantageous.

• 7+ years of relevant experience in a multinational and customer-facing environment, with proven experience in a leadership role.

• At least 3 years of experience in QA, process improvement, or governance roles.

• Experience with HR Information Systems (HRIS) such as Workday or SAP.

• Strong analytical skills and proficiency in data analysis tools and methodologies.

• Excellent communication and stakeholder management skills.