Head – Quality, Automation & Delivery Excellence

Key Responsibilities :

1. Delivery Quality Ownership (Hands-on)

Define, implement, and continuously improve quality standards across all service lines

Conduct deep-dive reviews of delivery projects (not just dashboards)

Identify quality gaps, rework patterns, and failure points

Work directly with delivery teams to fix execution issues

2. Automation & AI-Driven Efficiency

Identify opportunities to reduce manual effort using AI and automation

Build or drive development of:

o Automated reporting

o Quality scoring systems

o Delivery tracking dashboards

o SOP-driven execution workflows

Leverage tools (Python, low-code, scripts, AI tools) to actually implement solutions

Reduce dependency on manpower-heavy models

3. Profitability & Margin Improvement

Analyze delivery cost structures across projects and LOBs

Identify:

o Over-servicing

o Inefficiencies

o Poor estimation practices

Work with delivery and sales to:

o Improve effort estimation models

o Standardize delivery frameworks

o Reduce leakage

4. Customer Experience & Assurance

Ensure consistent delivery quality across customers

Drive CSTA and NPS campaigns with the marketing team

Participate in:

o Key customer reviews

o Escalation handling

Build assurance frameworks (not certifications) that answer:

Is the customer actually getting value?

5. Process Engineering (Not Bureaucracy)

Create lean, usable processes (not documentation-heavy systems)

Standardize:

o Delivery playbooks

o Review mechanisms

o Quality gates

Ensure adoption through enforcement + usability, not emails

6. Cross-Functional Leadership

Work closely with:

o Delivery Heads (Assessment, GRC, MDR, CES)

o Sales & Pre-sales teams

o PMO

Act as a bridge between strategy and execution

7. Governance & Metrics

Define and track:

o Delivery quality metrics

o Rework %

o SLA adherence

o Customer satisfaction indicators

o Margin vs effort leakage

Build real-time dashboards (not PPT-based reporting)