Gallagher - Manager - Process Quality & Transactional Audits (8-12 yrs)

Job Title: Manager - Process Quality & Transactional Audits.

Function/BU: Global HR Shared Services.

Location: Bangalore / Pune.

Job Type: Full-time.

Job Summary :

- Think of yourself as a champion for operational excellence.

- A proponent of your program's 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.

Responsibilities:

- 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.

Qualifications:

- 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 8+ 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.

Soft 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.