About this role
- Leads the strategic design and governance of the Risk-Based Quality Assurance framework across CBSP-supported markets (APAC & EMEA MN). Responsible for evolving the QA function from transactional checking to predictive risk intelligence — identifying systemic failure patterns, driving root cause resolution, and partnering with the Transformation pillar to embed quality into process design. Accountable for a team of 16 analysts across multiple LOBs and market clusters.
- Designing and governing the risk-based QA sampling framework across all in-scope markets and LOBs
- Leading complex cross-market RCA investigations and translating error data into systemic process fixes
- Managing and developing 16 QA professionals across market hub clusters, driving cross-skilling and LSS mentorship
- Producing risk-based QA performance reports for GM-level audiences and presenting quality risk findings to regional leadership
- Owning and managing the QA Service Catalog ensuring all retained, officialized and new services are delivered within agreed SLAs
- Graduate of any business, operations, engineering or related discipline.
- Lean Six Sigma Green Belt certification is preferred; Black Belt is an advantage.
- Knowledge of insurance operations or financial services is an advantage.