Manager - Quality Assurance

Overview

Lead a Global Quality Assurance team in Pune, India, managing high-volume reviews of client files and documentation across countries and business areas, with the scope expanding over time into broader quality review activities.

What you'll do

• Manage all quality assurance processes for assigned Region / Marsh Operating Entities, ensuring efficient functioning and exception management.
• Manage day-to-day stakeholder relationships for a two-way flow of information, decisions on exceptions and information on new opportunities.
• Manage set-up of new work to ensure standardization of work processes and quality of deliveries to Global Quality satisfaction.
• Utilize all available Quality Assurance operations resources (people, systems, knowledge) for timely, cost-efficient and quality delivery.
• Own delivery and make decisions on SOPs within defined frameworks and boundaries to ensure smooth day-to-day operations.
• Ensure zero escalation.
• Maintain a view of team competencies, potential and performance, keep a right-sized team, and create long-term development plans for skill requirements.
• Review and report outcomes through the Qualtrics Survey dashboard, consistently and in line with the Global QA Framework.
• Maintain high levels of accuracy, discipline and confidentiality when handling client-related information.
• Participate in training and ongoing calibration sessions to ensure consistency of approach.
• Support additional quality review activities as the team's responsibilities evolve.
• Drive internal team quality by conducting periodic checks.
• Prepare regular reports / MI for various stakeholders.
• Take up ad hoc projects to support additional QA requirements from business and stakeholders.

What you'll need

• Demonstrated experience leading and managing teams of 15-20 members, with a focus on performance enhancement and team development.
• Strategic communicator, facilitator, influencer, and adept problem solver, capable of driving high-volume tasks and fostering collaboration across teams.
• Exceptional relationship management skills, with a proven ability to take initiative and work effectively both independently and as part of a team.
• Strong ability to multi-task and prioritize effectively, ensuring optimal time management and resource allocation.
• Good knowledge of the insurance domain, encompassing the entire General Insurance lifecycle, with a focus on strategic growth and operational efficiency.
• Outstanding team management skills, with a proven track record of inspiring and developing talent to achieve organizational objectives.
• Strong written and spoken English communication skills.
• Willingness to work in a 12:30pm – 9:30pm shift.

Nice to have

• Global languages: Spanish, French, Chinese.
• Insurance certification from CII.
• Post-graduation / certificate courses in insurance.
• Any prior experience related to Quality Assurance.

Details

• Location: Pune – Business Bay.
• Hybrid role: at least three days per week in the office, with one anchor day per week when the full team is together in person.
• Shift: 12:30pm – 9:30pm.