About the 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.
Responsibilities
•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
Requirements
•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
