CA CIB Singapour


Quality manager m/f

07 October Singapore, Singapour Perm

Position overview

The Quality Manager is responsible for the following transversal functions:

• Quality and IT Service Management (ITIL): maximize the quality of service delivered through the definition, implementation and monitoring of best practices

• Knowledge Management: provide a sustainable framework to ensure that staff is properly / accurately skilled and knowledge is available , up-to-date and alive

• Permanent Control

• Audit follow up

Responsibilities overview

Quality and IT Service Management (ITIL)
Accountable for the quality processes in place across ITS and their continuous improvement

• Ensure compliance with ITIL Operational processes in the delivery of IT services

• Interface with the central team of Process owners based in Paris for regular process reviews and improvement

• Foster discussions on ITIL processes within ITS pool of process managers with the goal to build improvement proposals

• Define and implement Quality KPIs for regular reviews with Captive management to monitor trends and identify actions

• Propose and lead ad-hoc initiatives to improve ITS Quality

Knowledge Management
Own and manage strategic initiative to build and promote a state-of-the-art platform for KM and collaboration across CA-CIB IT production department

• Promote an environment and mindset to encourage contributions and use of knowledge within and across the teams

• Enhance KM tools and process to organize and manage knowledge efficiently

• Define framework to ensure knowledge exists, is easy to find and is easy to use

• Standardize and improve knowledge acquisition to efficiently match skills with the job requirements and manage their development overtime

• Ensure sustainability through simple set of standard Processes, tools, practices and roles which are easy to apply, maintain, replicate and adapt

Permanent Control
Own ITS permanent Control Plan to ensure activity is performed in alignment with internal standards and risks are mitigated

• Define and improve ITS Control Plan in coordination with other ITS teams (Paris, London)

• Monitor control plan outcomes and associated action plans

• Act as a single point of contact for permanent control team

Audit Follow up
Primary point of contact for ITS audit requests (internal and external)

• Coordinate and review replies to internal and external auditors

• Follow and report on the implementation of audit recommendations

• Experience in service management and / or quality improvement areas

• Working in Banking environment and / or international company will be an advantage

• Experience and working knowledge of IT Service Management frameworks (ITIL), knowledge of Quality frameworks, such as lean and 6-sigma, would be a plus

Masters of Science in Computer Science or related discipline