QMS Manager - BPO

Build the Systems That Scale the Future

At Future Group, we are not simply managing operations — we are building scalable, intelligent, and world-class business ecosystems. We are looking for a transformational Quality Management System (QMS) Manager to lead the design and evolution of our enterprise-wide operational governance and quality framework. This is more than a quality role. It is a strategic leadership opportunity for someone passionate about operational excellence, process transformation, governance, automation, and organizational scalability.

You will play a critical role in shaping how Future Group operates, grows, and scales globally.

Your Mission

As the QMS Manager, you will architect and drive Future Group's enterprise-wide Quality Management System across all business functions from Operations and Service Delivery to Commercial, Finance, Technology, and Corporate Services.

Your mission is to create sustainable operational frameworks that:

• Standardize and optimize processes
• Reduce operational dependency on individuals
• Strengthen governance and accountability
• Drive efficiency and operational maturity
• Enable automation and digital transformation
• Prepare the organization for rapid growth and international scalability

You will act as a key transformation partner to leadership and a catalyst for continuous improvement across the company.

What You'll Be Driving

Operational Excellence & Governance

• Build and continuously enhance Future Group's enterprise-wide QMS framework
• Design scalable SOPs, policies, workflows, and governance standards
• Establish operational controls that improve consistency, quality, and accountability

Process Transformation

• Lead cross-functional process redesign and optimization initiatives
• Improve operational efficiency, productivity, and service quality
• Identify opportunities for workflow automation, AI enablement, and digitization

Audit & Compliance Leadership

• Conduct internal operational and governance audits across departments
• Lead certification readiness initiatives, including ISO and future excellence standards
• Ensure process compliance and governance alignment organization-wide

Continuous Improvement

• Own and manage the CAPA (Corrective & Preventive Action) framework
• Drive a culture of continuous improvement and operational discipline
• Establish KPI governance and performance measurement standards

Strategic Impact

• Support business continuity and operational resilience initiatives
• Partner with leadership to strengthen organizational scalability and transformation readiness
• Influence operational maturity across all functions

What Makes You a Great Fit

Experience

• 10+ years in Quality Management, Operational Excellence, Governance, Process Improvement, or related fields
• Proven success in building or transforming operational governance frameworks
• Experience in BPO, shared services, customer operations, or fast-paced operational environments is highly preferred

Education

• Bachelor's degree in Business Administration, Engineering, Operations Management, Quality Management, or related field

Certifications (Preferred)

• ISO 9001 Lead Auditor
• Lean Six Sigma
• COPC Certification
• Lean Management Certifications

What You Bring

• Strategic and systems thinking mindset
• Strong process optimization and governance expertise
• Excellent analytical and problem-solving capabilities
• Ability to influence cross-functional stakeholders
• High ownership and execution mindset
• Strong communication and change leadership skills
• Passion for operational transformation and continuous improvement

Success in This Role Looks Like

Stronger operational governance and standardization
Improved process maturity and scalability
Reduced operational risks and dependencies
Successful certification readiness and compliance
Measurable gains in efficiency, consistency, and quality
A smarter, more scalable, and future-ready organization

Why Join Future Group?

At Future Group, you will have the opportunity to build systems that create real organizational impact at scale. You will work in a dynamic, fast-growing environment where innovation, operational excellence, and transformation are at the center of everything we do.

If you are passionate about building structure from complexity and driving operational transformation, we would love to hear from you.