Leads business excellence, quality, and integrated management systems across the organization. Owns excellence frameworks, action plans, KPI governance, process improvement, capability building, and benchmarking. Manages ISO-based systems including QMS, ISMS, BCMS, and ITSMS, coordinating internal, surveillance, recertification, and scope-change audits. Partners with process owners, security teams, auditors, and certification bodies to maintain compliance, close findings, and implement new certifications.
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
About Us
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.
Tata Teleservices Limited Mumbai, Maharashtra, IND Office
Mumbai, India
Tata Teleservices Limited Navi Mumbai, Maharashtra, IND Office
D-26, TTC Industrial Area MIDC Sanpada, P.O, Turbhe, Navi Mumbai, Maharashtra, Navi Mumbai, India, 400703
Similar Jobs
Cloud • Information Technology • Marketing Tech • Software
Leads business excellence, quality, continuous improvement, and integrated management systems. Owns Business Excellence action plans, KPI governance, TBEM assessments, process improvement initiatives, ISO-based management systems, audits, certifications, and closure of findings. Builds organizational capability through training and cross-functional collaboration while ensuring audit readiness, certification continuity, and measurable business outcomes.
Top Skills:
ApqcBcmsEfqmIsmsIso 20000-1Iso 22301Iso 27001Iso 9001ItsmLean Six SigmaQmsTbem
Security • Cybersecurity
Own global revenue recognition under ASC 606 and accounting processes including commissions, COGS, and leases. Review tax provisions, returns, transfer pricing, and subsidiary filings; support external audits and cross-functional reporting. Lead accounting projects, process improvements, and AI-driven workflow automation. Requires a CA, Big 4 high-tech experience, strong US GAAP and revenue recognition knowledge, ERP experience, advanced Excel skills, and excellent communication.
Top Skills:
Ai Automation ToolsAsc 340-40Asc 606ExcelMS OfficeNetSuiteUs Gaap
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
The Head ASP Management is responsible for procurement of ASP services, vendor relationships, contractual compliance, quality delivery, and supplier performance evaluation while driving cost efficiency and improvements in service delivery processes.
Top Skills:
AspMicrowaveOhsRan
What you need to know about the Mumbai Tech Scene
From haggling for the best price at Chor Bazaar to the bustle of Crawford Market, the energy of Mumbai's traditional markets is a key part of the city's charm. And while these markets will always have their place, the city also boasts a thriving e-commerce scene, ranking among the largest in the region. Driven by online sales in everything from snacks to licensed sports merchandise to children's apparel, the local industry is worth billions, with companies actively recruiting to meet the demands of continued growth.
