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Manager, Membership Quality

4 months ago

Gurugram, India GLG Full time

Manager, Membership Quality & Reputation

Position: Manager, Membership Quality & Reputation

Location: Gurugram, India

Shift: Night Shift/EMEA Hours (16:30 - 01:30 IST)

Manager, Membership Quality & Reputation manages a team comprised of both Associates and Senior Associates, based out of Gurugram, India. This role reports to the Director, Member Success India

The Membership Quality & Reputation Team is responsible for ensuring the quality of GLG Network Members. As a Membership Quality & Reputation Manager, you will manage a team of both Associates and Senior Associates, who are focused on screening Network Member profiles for potential quality, risk, reputation, and behavioral concerns, handling escalated situations, and making judgment calls alongside our Compliance team to resolve any issues that come up. You thrive in an ever-changing ambiguous environment, multitasking between various responsibilities. You are a curious individual who is excited about problem solving, critical thinking and communication-driven roles.

Responsibilities Include (but are not limited to):

  • Develop direct reports’ capabilities and skills through coaching, feedback, and performance management, conducting regular audits of cases
  • Manage a team toward meeting or exceeding team goals
  • Serve as hands-on support for the team’s opportunities (i.e. staffing, resourcing, problem solving), optimize work delegation, and help implement workflow improvements and changes
  • Develop and help implement new processes, guidelines, and protocols to improve the decision-making process around Network Management quality issues
  • Collaborate with multiple teams at GLG, including GLG’s Compliance team to protect the integrity of all GLG engagements and to ensure that Network Member profiles are complete, accurate and up to date
  • Identify and build new ways to spot potential quality issues to enhance GLG’s screening capabilities
  • Communicate with Network Members and internal stakeholders to resolve any outstanding concerns and escalations
  • Support team case work via investigation of potential quality issues that are escalated from other GLG teams or via reports to determine Network Members adherence to the quality standards
  • Perform other duties and responsibilities as assigned

You will have most of the following:

  • 8+ years of experience in compliance, risk management, quality control, communications, conflict management, or equivalent
  • Minimum of 4 years of team leadership or managerial experience with direct reports OR Bachelor’s degree in relevant major (corporate governance, management, business administration, etc.) with 1+ years of managerial experience
  • Strong communication, presentation, and interpersonal skills, with experience successfully and diplomatically handling challenging situations and conversations
  • Proven ability to collaborate and build strong relationships with internal and external stakeholders
  • Demonstrated proficiency in managing stakeholders across various levels, from direct manager to executive leadership
  • Demonstrated commitment and attention to detail, ideally in a high-volume, fast-paced environment
  • Strong analytical, problem-solving and critical thinking skills
  • Ability to take initiative and be decisive
  • Passion for fast-paced learning, especially in a technology-enabled environment
  • Passion for quality with a successful track record of working effectively across teams and business units to achieve success
  • Exhibit leadership among team members, taking active role in people development, through mentorship, delegation, and/or teamwork
  • Comfortability working EMEA hours (16:30 – 01:30 IST)