Lead - Business Excellence
Tata Teleservices · Navi Mumbai
Job Title: Lead – Business Excellence & Quality
Location: Turbhe, Navi Mumbai
Department: Generate - HQ
Reporting: Lead – Business Excellence & Quality àHead - Marketing Operations, Customer Insights and Business Excellence àHead of Marketing à Chief Revenue Officer
Role Purpose
Drive the organization's Quality and Business Excellence agenda through the deployment of excellence frameworks, continuous improvement initiatives, and robust governance mechanisms. The role partners with business and functional teams to identify process improvement opportunities and enhance organizational effectiveness to deliver superior business and customer outcomes.
Key Responsibilities
Business Excellence
- Partner with business and functional teams to improve process effectiveness and business outcomes using Business Excellence frameworks such as TBEM, EFQM and APQC.
- Own the organization's Business Excellence Action Plan, including KPI definition, SLT sign-off, and governance reviews.
- Coordinate TBEM assessments and facilitate action planning and execution of improvement initiatives arising from assessment feedback.
- Build Business Excellence capability through training, coaching, and mentoring of cross-functional teams.
- Strengthen TTBS' association with TBExG through active participation in group-level Business Excellence initiatives.
- Showcase TTBS best practices in group forums and leverage learnings from other Tata Group companies.
Integrated Management Systems (IMS)
- Own the Integrated Management System (IMS) covering ISO 9001 (QMS), ISO 27001 (ISMS), ISO 22301 (BCMS) and other applicable management systems.
- Establish, deploy and monitor the IT Service Management System (ITSMS) for TTNS and report performance and improvement opportunities to management.
- Coordinate Internal Audits, Surveillance Audits, Recertification Audits and certification scope changes across entities and locations.
- Ensure continuity of certifications through timely audits, closure of findings and adherence to certification requirements.
- Partner with process owners, IT Security team, auditors and certification bodies to ensure audit readiness and compliance.
- Facilitate closure of improvement opportunities arising from audits and management reviews.
- Support implementation of new management systems and certifications, including ISO 20000-1 (IT Service Management System), as per business requirements.
Success Metrics (KPIs)
- Improvement in TBEM scores, Business Excellence maturity and closure of assessment actions.
- Achievement of Business Excellence KPIs and governance commitments.
- Measurable business impact through process improvement initiatives.
- Successful completion of Internal, Surveillance and Recertification Audits as per plan.
- Zero lapse in ISO certifications and timely closure of audit findings.
- Successful implementation of new management systems and certifications.
Preferred Profile
Education
- Bachelor's degree in Engineering, Technology, Operations, or related discipline, MBA / PGDM or equivalent postgraduate qualification.
Certifications
- TBEM Assessor / Business Excellence Assessor certification (Must)
- Lead Auditor / Internal Auditor certification for ISO 9001, ISO 27001, ISO 22301 and/or ISO 20000-1. (additionally preferred)
- Lean Six Sigma Green Belt / Black Belt. (additionally preferred)
Experience
- 8-12 years of experience in Business Excellence, Quality Management, Process Improvement, or Management Systems.
- Experience with Business Excellence frameworks such as TBEM, EFQM, APQC or equivalent.
- Experience in managing ISO-based Management Systems, certification audits, surveillance audits, and recertification programs.
- Strong stakeholder management and cross-functional collaboration skills.
Skills & Competencies
- Business Excellence & Continuous Improvement
- Integrated Management Systems (QMS, ISMS, BCMS, ITSMS)
- KPI Development & Governance
- Benchmarking & Best Practice Deployment
- Analytical Thinking & Problem Solving
- Influencing & Stakeholder Management
- Facilitation, Training & Capability Building
- Results Orientation
Transforming Businesses through Digitalization
Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.
Our People Shape Our Journey Ahead
We are India’s leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.