Manager Transactional Quality

2 weeks ago

bangalore, India Gallagher Full time

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

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