Service Delivery Manager- Process Quality
5 days ago
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 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.
How you'll 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.
Additional Information
We value inclusion and diversity
Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the commu nities where we live and work.
Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out Th e Gallagher Way to its fullest.
Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color , religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.
Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
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bangalore, India Gallagher Full timeIntroductionWe 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...
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