Arthur J. Gallagher & Co.

Global insurance brokerage, risk management, consulting

Deputy Manager - Service Quality

Business OperationsConfirmed live in the last 24 hours

Full-timeBengaluru, Karnataka, IndiaNo salary listedIn-person

About the Job

Requirements

A Bachelor's degree in Commerce, an MBA, Finance, Accounting, Business Administration, or a related discipline.
8–12 years of overall experience in Finance and Accounting Operations.
Hands-on experience in Accounts Payable, Billing, and Accounts Receivable processes.
Mandatory experience in the Insurance industry.
Strong Quality Assurance or Quality Control experience 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.
Finance and Accounting domain expertise.
Strong knowledge of Accounts Payable and Accounts Receivable processes.
Insurance industry experience.
Quality Management and Audit experience.
Root Cause Analysis and Corrective and Preventive Action management.
Process improvement and quality governance experience.
Team leadership and people management experience.
Stakeholder management and client communication experience.
Data analysis and reporting skills.
Proficiency in Microsoft Excel and PowerPoint.

Responsibilities

Lead and manage end-to-end Quality Assurance programs across Finance and Accounting processes.
Establish, monitor, and enhance quality frameworks, audit methodologies, and control mechanisms.
Drive continuous improvement through root cause analysis, corrective and preventive actions, 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 to close improvement opportunities.
Drive risk mitigation and process-control effectiveness across operational activities.
Evaluate process compliance, transactional accuracy, and operational effectiveness within Accounts Payable and Accounts Receivable functions.
Collaborate with Operations leaders to improve productivity, quality, and customer satisfaction metrics.
Lead, coach, and develop Quality Analysts, Senior Analysts, and Team Leads.
Manage a team of 15 or more employees and foster accountability, collaboration, and continuous learning.
Conduct performance reviews, mentoring sessions, talent development planning, and succession management.
Drive employee engagement and capability-building initiatives.
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.
Identify process gaps and implement sustainable solutions.
Support Lean, Six Sigma, automation, and transformation initiatives.
Drive best practices, standardization, and operational excellence across teams.

Desired Qualifications

Professional certifications in Quality, Lean, Six Sigma, or Process Excellence.
Lean Six Sigma Green Belt or Black Belt certification.
Experience in quality transformation projects.
Exposure to automation, AI-enabled quality monitoring, and operational excellence programs.

Introduction

Welcome 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)

About the Company

Arthur J. Gallagher & Co.

Global insurance brokerage, risk management, consulting

Arthur J. Gallagher & Co. is a global insurance brokerage and risk management firm. It helps businesses, public entities, and individuals manage risk and obtain insurance through three segments: brokerage, risk management, and corporate. The brokerage unit offers a full range of retail and wholesale insurance brokerage and consulting services to match clients with coverage. The risk management unit handles contract claim settlements, claim administration, loss control consulting, and risk management information services to reduce exposures. The corporate unit oversees the company’s clean energy and other investments. The firm differentiates itself by providing end-to-end risk solutions across insurance placement, claims handling, risk counseling, and investment activities, rather than focusing on a single service. Its goal is to help clients manage risk effectively, protect assets, and pursue value through diverse investments, including clean energy.

Company size: 10,001+
Company stage: IPO
Headquarters: Itasca, IL
Founded: 1927

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