Lead Process & Quality Consultant

Job Description

What you will do?:

1. Drive and Manage cross-functional Quality / Methodology / Process Improvement Initiatives

• Design and plan program content including objective, scope, resource, approach, schedule, communication, etc.
• Engage stakeholders from different Units and effect resources from different functional units to deliver the program objectives.
• Drive program execution, evaluate effectiveness and provide timely insights to management.

1. Manage Business Processes / Methodologies

• Manage the development, refinement of processes/methodologies (e.g. NCS IDM - Integrated Delivery Methods, including standardized policies, processes, methodologies, templates, and tools)
• Be process/methodologies expert to define, review and advise on process design.
• Scan industry standards (ISO, ITIL, PMBok, Agile) and best practices and recommend updates of NCS processes/methodologies.
• Review processes defined/updated by Process Owners to ensure they are aligned to other processes and corporate standards/policies, and controls are appropriate and not excessive.
• Facilitate workshops, feedback sessions, and process reviews with stakeholders to gather input and foster buy-in.
• Curate Best of breed reusable delivery samples/templates
• Drive standardization, process improvement and process automation to improve efficiency and consistency of process practices at LOB (Line of Business) and NCS level, including defining requirements and reviewing design of project delivery systems/tools.
• Establish Quality Metrics and manage its collection and reporting

1. Capability Enablement

• Manage enablement programs on processes/methodologies to enable delivery staff in using the processes / methodologies, and embed a culture of quality-driven thinking, including developing courseware and job aids, facilitating training and workshops.
• Generate awareness and usage of key IDM Processes and Essential Practices via monthly published Quality Matter Newsletter and internal social media platforms.

1. Client Satisfaction Management

• Plan, design and manage external research consultant to run Client Experience Surveys, report the findings and analysis to Management and Client Service Units to facilitate account planning and building of long-term relationships.
• Plan, and execute Project Pulse Surveys, including design; monitoring response rates; analysis, summarise and disseminate results to Client Service Units for their follow-up actions and service improvement

Qualifications

The Ideal Candidate Should Possess:

• At least 7 years’ work experience in IT project delivery covering full SDLC and maintenance
• Skilled in software/systems engineering processes and SDLC implementation and service management
• Project / programme management, influencing skills
• Analytical, systems thinking skills;
• Good written and verbal communication and presentation skills;
• Ability to convey complex information clearly and concisely.

Additional Information

Preferably to have:

• > 1 year of process and quality management within an IT service provider organization
• Experience in process writing, process management, process improvement
• Experience in implementing QA frameworks (ISO, CMMI) at organisation
• Experience in leading cross-functional process improvement initiatives end-to-end (scoping, planning, execution, tracking KPIs, and driving adoption)
• Experience in developing and facilitating training programs / workshops, self-paced learning / e-learning
• People/stakeholder management skillsets
• Strong understanding of quality regulations and standards
• ITIL v3 Foundation certification or higher would be an advantage
• PMP certification or more than 5 years of project/program management experience.

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.

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