Service Delivery Manager- Process Quality

Ensure that all Quality processes are set up as per GCoE Quality model

Design, Devise and Own the deployment of process quality strategy within aligned teams

Liaise with the MIS team to build automated reports and dashboards for quality and operational performance metrics

Ensure delivery of quality KPIs for the aligned Global HR Shared Services (GHRSS) processes

Monitor day-to-day activities and achievements of the Quality teams

Provide actionable insights to Ops Managers and Stakeholders based on audit observations Identify opportunities for improvement and help develop impactful and measurable action plans to address these

Work with the Process Excellence Leader on functional projects

Work with Training and Operations to identify training needs

Manage quality knowledge of aligned teams with focus on their skill development

Perform career coaching for the process quality team to prepare them for the next level

Interface with stakeholders for quality reviews, needs, updates, and ideation

Tell the story of why quality matters, build consensus, and inspire others to move fast on fixing problems

Evaluate / manage performance and appraisal of aligned Quality supervisors along with the Service Delivery Leaders

Ensure that all Quality processes are set up as per GCoE Quality model

Design, Devise and Own the deployment of process quality strategy within aligned teams

Liaise with the MIS team to build automated reports and dashboards for quality and operational performance metrics

Ensure delivery of quality KPIs for the aligned Global HR Shared Services (GHRSS) processes

Monitor day-to-day activities and achievements of the Quality teams

Provide actionable insights to Ops Managers and Stakeholders based on audit observations Identify opportunities for improvement and help develop impactful and measurable action plans to address these

Work with the Process Excellence Leader on functional projects

Work with Training and Operations to identify training needs

Manage quality knowledge of aligned teams with focus on their skill development

Perform career coaching for the process quality team to prepare them for the next level

Interface with stakeholders for quality reviews, needs, updates, and ideation

Tell the story of why quality matters, build consensus, and inspire others to move fast on fixing problems

Evaluate / manage performance and appraisal of aligned Quality supervisors along with the Service Delivery Leaders

A Human Resource Graduation / Post Graduation qualification from a recognized University or B-School (preferred)

Strong practical experience with Excel (PivotTable, Charts, Statistical functions), PowerPoint, and Power BI

Industry-recognized quality certifications (Six Sigma, Lean, COPC, etc) essential

Well-versed with structured problem-solving techniques and ability to analyze data and arrive at actionable insights

Experience in managing and leading improvement projects preferred

Familiar with the application of quality tools to analyze data

Excellent communication and presentation skills

Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams

Minimum of 5+ years of demonstrated management ability across diverse functions (direct reports, cross-functional relationships, third party vendors

etc

) Proven people management skills and team building skills

Attention to Detail

Ability to collaborate with cross-functional teams across geographies

Able to present confidently in meetings

Logical thinker

Great people management skills with the ability to drive the team to deliver excellence

Great conflict management skills

Highly customer centric and has intuitive understanding of customer/stakeholder needs

Introduction We believe that every candidate brings something special to the table, including you! So, even if you feel that you re close but not an exact match, we encourage you to apply

We d be thrilled to receive applications from exceptional individuals like yourself

Gallagher, a global industry leader in insurance, risk management, and consulting services, boasts a team of over 50,000 professionals worldwide

Our culture, known as The Gallagher Way,is driven by shared values and a passion for excellence

At the heart of our global operations, the Gallagher Center of Excellence (GCoE) in India, founded in 2006, upholds the values of quality, innovation, and teamwork

With 10,000+ professionals across five India locations, GCoE is where knowledge-driven individuals make a significant impact and build rewarding, long-term careers

Overview Think of yourself as a champion for operational excellence

A proponent of your programs achievement of performance objectives

An advocate of consistency and quality in all interactions and transactions

The tasks you tackle raise the bar for our quality operations to produce impressive outcomes

You will monitor program metrics, provide insights and analysis, and offer recommendations

You will oversee a highly qualified group of SMEs / Process Auditors aligned to the GHRSS team

You will work closely with stakeholders to define/benchmark SLA targets on a periodic basis

Your contributions will help ensure that our operations exceed expectations

With your work, our program metrics and service level requirements for quality should be consistently met

Consider yourself a consultant to stakeholders, a mentor and guide to your teams, and the owner of quality delivery for the aligned teams

How youll make an impact Ensure that all Quality processes are set up as per GCoE Quality model

Design, Devise and Own the deployment of process quality strategy within aligned teams

Liaise with the MIS team to build automated reports and dashboards for quality and operational performance metrics

Ensure delivery of quality KPIs for the aligned Global HR Shared Services (GHRSS) processes

Monitor day-to-day activities and achievements of the Quality teams

Provide actionable insights to Ops Managers and Stakeholders based on audit observations Identify opportunities for improvement and help develop impactful and measurable action plans to address these

Work with the Process Excellence Leader on functional projects

Work with Training and Operations to identify training needs

Manage quality knowledge of aligned teams with focus on their skill development

Perform career coaching for the process quality team to prepare them for the next level

Interface with stakeholders for quality reviews, needs, updates, and ideation

Tell the story of why quality matters, build consensus, and inspire others to move fast on fixing problems

Evaluate / manage performance and appraisal of aligned Quality supervisors along with the Service Delivery Leaders

About you A Human Resource Graduation / Post Graduation qualification from a recognized University or B-School (preferred)

Strong practical experience with Excel (PivotTable, Charts, Statistical functions), PowerPoint, and Power BI

Industry-recognized quality certifications (Six Sigma, Lean, COPC, etc) essential

Well-versed with structured problem-solving techniques and ability to analyze data and arrive at actionable insights

Experience in managing and leading improvement projects preferred

Familiar with the application of quality tools to analyze data

Excellent communication and presentation skills

Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams

Minimum of 5+ years of demonstrated management ability across diverse functions (direct reports, cross-functional relationships, third party vendors

etc

) Proven people management skills and team building skills

Attention to Detail

Ability to collaborate with cross-functional teams across geographies

Able to present confidently in meetings

Logical thinker

Great people management skills with the ability to drive the team to deliver excellence

Great conflict management skills

Highly customer centric and has intuitive understanding of customer/stakeholder needs