COE Head

May 14, 2025

KeyResponsibilities:

  • Process Excellence: Establish and lead the Centre of Excellence (COE) for process improvements, standardization, and optimization across the organization.
  • Quality Management: Develop and implement robust quality management systems to ensure compliance with ISO standards and industry best practices.
  • Strategic Initiatives: Define and drive strategic initiatives to enhance operational efficiency, improve service delivery, and achieve organizational objectives.
  • ISO Certifications: Lead the planning, implementation, and maintenance of ISO certifications, including regular audits and compliance reviews.
  • Performance Metrics: Develop KPIs to monitor process effectiveness, identify gaps, and drive continuous improvement initiatives.
  • Cross-functional Collaboration: Partner with key stakeholders, including operations, technology, and customer service teams, to align process improvements with business goals.
  • Change Management: Promote a culture of continuous improvement by introducing innovative methodologies, frameworks, and tools.
  • Risk Management: Identify process-related risks and implement mitigation strategies to ensure business continuity.
  • Team Leadership: Build and mentor a high-performing team to support quality initiatives and process excellence.

Key Requirements:

  • Educational Qualification: Bachelor's or Master’s degree in Engineering, Business, or a related field.
  • Experience: 10-15 years in IT/Engineering services, with a strong focus on process management, ISO certifications, and quality management systems.
  • ISO Expertise: Proven experience in implementing and managing ISO standards (ISO 9001, ISO 27001, etc.).
  • Leadership Skills: Demonstrated ability to lead and mentor teams while driving change management initiatives.
  • Analytical Mindset: Strong analytical and problem-solving skills with a data-driven approach to decision-making.
  • Communication: Excellent written and verbal communication skills for effective stakeholder engagement and reporting.

Preferred Skills:

  • Six Sigma or Lean certification
  • Experience in handling external and internal audits
  • Familiarity with emerging trends in process automation and digital transformation
  • Strong project management skills

This role offers an exciting opportunity to be at the forefront of driving operational excellence and quality standards in a dynamic IT services environment.