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. 

Stakeholder Engagement: 

• 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. 

Quality Assurance & Process Management: 

• 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. 

Governance & Compliance: 

• 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. 

Service Management: 

• 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. 

Reporting and Communication: 

• 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. 

Ad Hoc Projects: 

• 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. 

Qualifications & Requirements: 

Technical Skills: 

• 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. 

Education and Work Experience Needed: 

• 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.