Director - Quality Assurance
Marsh McLennan · Tower A
We are seeking a talented individual to join our Training & Quality team at Mercer, a Marsh business. This role will be based in Pune. This is a hybrid role that has a requirement of working at least three days a week in the office.
Director- Quality Assurance (Training & Quality Assurance)
We will count on you to:
This role encompasses managing the team (currently 20+ colleagues) who ensure quality excellence and develop training programs for Marsh Agencycolleagues. The team's activities include designing and delivering training programs, conducting quality assurance reviews, performing data quality validation across local country offices, creating training deliverables for team members and clients, and maintaining standards.
Supervise team and develop training excellence across the organization
- Oversee team responsible for designing, developing, and delivering comprehensive training programs for Marsh Agency operations
- Ensure team has appropriate resources and instructional design tools to create high-quality training content
- Develop and implement a training strategy that addresses skill gaps and supports career progression
- Plan for and execute staff development, including development plans for all levels of employees
- Draft and implement career path progression, beginning at level C and progressing from there
- Coach team members on training delivery, assessment, and continuous learning methodologies
- Handle escalations from team members and stakeholders regarding training effectiveness and quality concerns
Drive quality assurance and continuous improvement
- Establish and maintain robust quality assurance frameworks and metrics across all team activities
- Conduct regular quality audits of processes, deliverables, and data validation procedures
- Identify quality gaps, root causes, and implement corrective actions
- Lead continuous improvement initiatives using quality management tools and methodologies
- Develop and communicate quality standards and best practices across the COE
- Monitor key quality metrics and prepare reporting for stakeholders
- Build a culture of quality excellence and accountability within the team
Liaison with Marsh Agency stakeholders to develop training and quality strategy
- Regularly schedule calls and meetings with stakeholders for strategic planning of training programs and quality initiatives
- Conduct annual forecasting of training needs, resource requirements, and budgeting for the team
- Develop training roadmap aligned with Marsh Agency delivery objectives and client needs
- Sit on steering groups with various stakeholders as appropriate to align training and quality initiatives
- Partner with local country offices to identify training gaps and quality improvement opportunities
Marsh Agency intellectual capital and knowledge management
- Work with stakeholders to determine training materials and intellectual capital the team will own and develop
- Ensure training content is up to date, appropriate for all audience levels, and accessible to colleagues
- Lead standardization initiatives for training templates, delivery formats, and quality documentation
- Champion the development of knowledge repositories and best practice libraries
- Maintain alignment with Mercer's learning and development standards
Note: Applicants should be flexible working in shifts
What you need to have?
- Graduate with minimum 15+ years' experience overall, with 5+ years in training and/or quality management roles
- Demonstrated experience in designing and delivering training programs or managing quality assurance functions
- Strong leadership and people management skills with proven ability to develop high-performing teams
- Excellent critical and strategic thinking skills with focus on process improvement and quality excellence
- Excellent interpersonal skills and ability to influence across organizational boundaries
- Strong oral and written communication skills with ability to create clear training materials and quality documentation
- Ability to prioritize and handle multiple training initiatives and quality projects in a demanding environment
- Ability to coach others on training delivery, quality standards, and best practices
- Ability to partner and work with colleagues locally and globally to achieve training and quality objectives
- Ability to interact with onshore leadership, lead discussions as needed, and provide relevant reporting
- Understanding of quality management frameworks, methodologies, and continuous improvement tools
- Proficiency in MS Office Tools (Excel, PowerPoint, Word) and learning management systems (preferred)
- Strong attention to detail and commitment to maintaining high quality standards
What makes you stand out?
- Adaptable communicator, facilitator, influencer and problem solver
- Proven track record of implementing successful training programs or quality initiatives
- High attention to detail with commitment to excellence
- Good relationship skills and proven ability to work on own initiative as well as in a team
- Ability to multi-task and prioritize time effectively while managing competing training and quality demands
- Passion for continuous learning and development
- Experience with instructional design, training technology, or quality management certifications (Six Sigma, ISO, etc.)undefined
Why join our team:
- We help you be your best through professional development opportunities, interesting work and supportive leaders.
- We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
- Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X
Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.
Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.