Quality Auditing Associate Manager

Skill required: Capital Markets Services - Service Quality Management


Designation: Quality Auditing Associate Manager


Qualifications:BCom


Years of Experience:10 to 14 years

Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries.


What would you do

Lead reporting and governance by delivering accurate insights, driving governance forums, and escalating key risks, issues, and improvement opportunities.

Own client management by maintaining strong stakeholder relationships, ensuring SLA performance, and leading timely issue resolution and escalations.

Manage and develop high-performing teams through clear direction, coaching, accountability, and continuous capability building.

Drive process excellence through standardization, continuous improvement, and strong adherence to risk, control, and contractual requirements.


What are we looking for

Relevant experience in capital markets, investment banking operations and service management.

Strong team management and people leadership skills, with the ability to coach, develop and drive accountability across teams.

Strong client and stakeholder management skills, with the ability to build credibility, manage expectations and lead issue resolution.

Ability to engage effectively with senior management through concise communication, clear governance updates and actionable management insights.

Strong understanding of SLA, KPI and KRI governance, performance management, controls review and reporting disciplines.

Experience in management reporting, governance and analytics, with the ability to interpret trends, risks and performance outcomes.

Understanding of process management, continuous improvement, contractual requirements and control frameworks within a service delivery environment.

Ability to identify, drive and close automation opportunities that create team capacity and enable the team to absorb additional tasks as required.

Excellent verbal, written and presentation skills, with the ability to tailor communication for clients, teams and senior leadership. BEHAVIOURAL COMPETENCY REQUIRED:

Results-oriented with a strong sense of ownership and accountability.

Strong attention to detail and commitment to data accuracy.

Analytical mindset with sound reasoning and problem-solving capability.

Client-focused approach with the ability to manage stakeholder expectations professionally.

Continuous improvement mindset with the ability to identify and support innovation opportunities. FUNCTIONAL RELATIONSHIPS:INTERNAL: Operations teams, delivery leads, process owners and internal management.EXTERNAL: Client stakeholders. BACKUP:Cross-training and backup coverage should be maintained to ensure continuity of reporting and governance deliverables during planned or unplanned absences.


Roles and Responsibilities:

Lead delivery of internal and client reporting across multiple clients and governance cycles, ensuring outputs are timely, accurate and complete.

Oversee team execution across multiple clients to ensure operational data is captured, validated and submitted in line with agreed timelines and quality standards.

Review and approve governance packs and client presentations across the client portfolio, ensuring content is accurate, insightful and aligned to stakeholder expectations.

Establish strong review controls to ensure data integrity, consistency and audit readiness across reporting and governance outputs for multiple clients.

Act as the primary coordination point for client stakeholders, internal teams and management across multiple clients, ensuring clear communication, issue resolution and timely escalation.

Provide direction, oversight and support to team members, ensuring responsibilities are executed effectively and consistently across multiple clients.

Review team performance against KPIs, KRIs and SLAs across multiple clients, identifying gaps, driving corrective actions and ensuring delivery commitments are met.

Analyse trends, risks and performance variances across multiple clients to identify improvement opportunities, strengthen controls and enhance operational effectiveness.

Maintain reporting standards, KPI/SLA definitions and governance processes to ensure consistency, transparency and alignment across multiple clients.

Support ad hoc governance, analysis and stakeholder requests across multiple clients, while balancing delivery with business priorities and management expectations.


Qualification BCom