Deputy Manager - Service Quality
Arthur J. Gallagher · Bengaluru
IntroductionWelcome to Gallagher in India — where expertise, technology, and purpose come together. Since 2006, Gallagher in India has supported global teams by delivering quality, service, and speed through deep expertise, smart technology, and specialized knowledge services. More than just an operations center, it’s a place where careers grow through collaboration, continuous learning, and purposeful work. We drive efficiency, compliance, and innovation so our teams can focus on serving clients. If you enjoy solving problems and working with purpose, Gallagher is the place where you can grow and feel a sense of belonging.
Overview
We are seeking an experienced and dynamic Deputy Manager – Quality to lead quality assurance initiatives across Finance & Accounting (F&A) operations within the Insurance domain. The incumbent will be responsible for driving quality excellence, managing large teams, ensuring compliance with process standards, and partnering with Operations to improve service delivery, customer experience, and business outcomes.
How you'll make an impact
Responsibilities:
Quality Management & Governance
- Lead and manage end-to-end Quality Assurance programs across F&A processes.
- Establish, monitor, and enhance quality frameworks, audit methodologies, and control mechanisms.
- Drive continuous improvement initiatives through root cause analysis (RCA), corrective and preventive actions (CAPA), and process optimization.
- Conduct quality reviews, calibrations, trend analyses, and management reporting.
- Ensure adherence to internal controls, regulatory requirements, client commitments, and operating procedures.
- Develop actionable insights from quality findings and partner with Operations for closure of improvement opportunities.
- Drive risk mitigation and process control effectiveness across operational activities.
F&A Operations Oversight
- Demonstrate strong understanding of Accounts Payable (AP), Billing and Accounts Receivable (AR) processes.
- Evaluate process compliance, transactional accuracy, and operational effectiveness within AP and AR functions.
- Collaborate with Operations leaders to improve productivity, quality, and customer satisfaction metrics.
Team Leadership
- Lead, coach, and develop a team of Quality Analysts, Senior Analysts, and Team Leads.
- Manage a team size of 15+ employees and foster a culture of accountability, collaboration, and continuous learning.
- Conduct performance reviews, mentoring sessions, talent development planning, and succession management.
- Drive employee engagement and capability-building initiatives.
Stakeholder Management
- Partner with Operations, Training, Process Excellence, Compliance, and Client stakeholders.
- Present quality trends, risks, and improvement opportunities to senior leadership.
- Facilitate governance meetings, calibration sessions, and quality review forums.
Continuous Improvement
- Identify process gaps and implement sustainable solutions.
- Support Lean, Six Sigma, automation, and transformation initiatives.
- Drive best practices, standardization, and operational excellence across teams.
About you
Qualifications:
- Bachelor's Degree in Commerce, MBA, Finance, Accounting, Business Administration, or a related discipline.
- Professional certifications in Quality, Lean, Six Sigma, or Process Excellence will be an added advantage.
Preferred Qualifications:
- Lean Six Sigma Green Belt/Black Belt certification.
- Experience in quality transformation projects.
- Exposure to automation, AI-enabled quality monitoring, and operational excellence programs.
Experience Required:
- 8-12 years of overall experience in Finance & Accounting Operations (as per company policy)
- Hands-on experience in both Accounts Payable (AP), Billing and Accounts Receivable (AR) processes.
- Mandatory experience in the Insurance industry.
- Strong experience in Quality Assurance/Quality Control within a BPO, Shared Services, GCC, or Insurance operations environment.
- Proven experience leading a team of 15 or more employees.
- Experience handling audits, quality frameworks, governance reviews, and process improvement initiatives.
Mandatory Skills:
- Finance & Accounting (F&A) domain expertise.
- Strong knowledge of Accounts Payable (AP) and Accounts Receivable (AR) processes.
- Insurance industry experience.
- Quality Management and Audit experience.
- RCA and CAPA management.
- Process improvement and quality governance.
- Team leadership and people management.
- Stakeholder management and client communication.
- Data analysis and reporting.
- MS Excel and PowerPoint proficiency.
Additional Information
At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.
- Competitive compensation
- Comprehensive benefits programs designed to support your well-being
- Career development opportunities and ongoing learning
- A collaborative, people-first culture with accessible leadership
- The opportunity to do meaningful work with global reach and local impact
At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.
Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)
Responsibilities:
Quality Management & Governance
- Lead and manage end-to-end Quality Assurance programs across F&A processes.
- Establish, monitor, and enhance quality frameworks, audit methodologies, and control mechanisms.
- Drive continuous improvement initiatives through root cause analysis (RCA), corrective and preventive actions (CAPA), and process optimization.
- Conduct quality reviews, calibrations, trend analyses, and management reporting.
- Ensure adherence to internal controls, regulatory requirements, client commitments, and operating procedures.
- Develop actionable insights from quality findings and partner with Operations for closure of improvement opportunities.
- Drive risk mitigation and process control effectiveness across operational activities.
F&A Operations Oversight
- Demonstrate strong understanding of Accounts Payable (AP), Billing and Accounts Receivable (AR) processes.
- Evaluate process compliance, transactional accuracy, and operational effectiveness within AP and AR functions.
- Collaborate with Operations leaders to improve productivity, quality, and customer satisfaction metrics.
Team Leadership
- Lead, coach, and develop a team of Quality Analysts, Senior Analysts, and Team Leads.
- Manage a team size of 15+ employees and foster a culture of accountability, collaboration, and continuous learning.
- Conduct performance reviews, mentoring sessions, talent development planning, and succession management.
- Drive employee engagement and capability-building initiatives.
Stakeholder Management
- Partner with Operations, Training, Process Excellence, Compliance, and Client stakeholders.
- Present quality trends, risks, and improvement opportunities to senior leadership.
- Facilitate governance meetings, calibration sessions, and quality review forums.
Continuous Improvement
- Identify process gaps and implement sustainable solutions.
- Support Lean, Six Sigma, automation, and transformation initiatives.
- Drive best practices, standardization, and operational excellence across teams.
Qualifications:
- Bachelor's Degree in Commerce, MBA, Finance, Accounting, Business Administration, or a related discipline.
- Professional certifications in Quality, Lean, Six Sigma, or Process Excellence will be an added advantage.
Preferred Qualifications:
- Lean Six Sigma Green Belt/Black Belt certification.
- Experience in quality transformation projects.
- Exposure to automation, AI-enabled quality monitoring, and operational excellence programs.
Experience Required:
- 8-12 years of overall experience in Finance & Accounting Operations (as per company policy)
- Hands-on experience in both Accounts Payable (AP), Billing and Accounts Receivable (AR) processes.
- Mandatory experience in the Insurance industry.
- Strong experience in Quality Assurance/Quality Control within a BPO, Shared Services, GCC, or Insurance operations environment.
- Proven experience leading a team of 15 or more employees.
- Experience handling audits, quality frameworks, governance reviews, and process improvement initiatives.
Mandatory Skills:
- Finance & Accounting (F&A) domain expertise.
- Strong knowledge of Accounts Payable (AP) and Accounts Receivable (AR) processes.
- Insurance industry experience.
- Quality Management and Audit experience.
- RCA and CAPA management.
- Process improvement and quality governance.
- Team leadership and people management.
- Stakeholder management and client communication.
- Data analysis and reporting.
- MS Excel and PowerPoint proficiency.