Group Manager - Quality and Control - Quality Assurance

Job Title: Group Manager - Quality and Control

Solution Line: Aon Business Services

Team: Quality and Business Excellence

Position Type: Full Time

Work Mode: Hybrid

Sub Level: 40

Cab Facility: Yes

Shift Time: 12:00 - 9:00 PM

People Manager Role: Yes

REQUIRED EDUCATION AND CERTIFICATIONS CRITICAL FOR THE ROLE

• Bachelor's or master's degree in a relevant discipline. Specific discipline requirements to be confirmed.
• Lean Six Sigma Black Belt (Preferred), Certified Quality Auditor (CQA), Risk & Control or Operational Risk Certifications (Advantageous)

WORK EXPERIENCE

• 12+ years of experience, including 8+ years leading Quality, Controls, Risk, Audit, or Assurance functions within a GCC, Shared Services, BPO, or multinational operations environment.
• Proven experience working with global stakeholders and cross-functional operational teams.

TECHNICAL SKILLS

• Strong expertise in operational risk management, RCSA execution, control design, control testing, and governance frameworks.
• Hands-on experience with quality assurance methodologies, audit and compliance reviews, evidence-based testing, and control validation.
• Proficiency in root cause analysis tools and techniques, including 5 Whys, Fishbone Analysis, Pareto Analysis, and corrective action management.
• Advanced knowledge of process documentation, SOP development, process mapping, change control, and governance standards.
• Strong analytical capabilities with experience using Excel and Power BI to develop dashboards, quality insights, and control performance reporting.
• Understanding of operational excellence frameworks, Lean methodologies, and continuous improvement programs.

BEHAVIOURAL SKILLS

• Exceptional attention to detail with a strong focus on accuracy, control discipline, and evidence-based decision-making.
• Ability to influence stakeholders and drive accountability without direct authority.
• Confidence and resilience in communicating risk findings and challenging operational practices when required.
• Strong collaboration and stakeholder management skills across global, multicultural, and cross-functional environments.
• Excellent planning and execution skills with the ability to manage multiple audits, reviews, remediation actions, and priorities simultaneously.
• Strong problem-solving mindset with a focus on data-driven improvement and sustainable outcomes.

JOB OVERVIEW

The Group Manager, Quality & Control is responsible for operationalizing and embedding the Quality and Control Framework across Aon’s Global Capability Center (GCC) operations. Reporting to the Quality & Control Leader, this role serves as a trusted partner to process owners, ensuring robust risk management, effective controls, and sustainable quality outcomes. The incumbent drives control design, testing, defect prevention, remediation, and continuous improvement while supporting operational excellence and business transitions.

CORE RESPONSIBILITIES

• Deploy and maintain the control framework across assigned operations, including process risk assessments, Risk & Control Self-Assessments (RCSAs), control documentation, and control library governance.
• Execute quality assurance and control testing programs through sampling, evidence validation, control walkthroughs, and defect identification.
• Conduct root cause analysis on quality failures and control gaps, recommending corrective and preventive actions to mitigate future risks.
• Partner with process owners and operational leaders to remediate findings, track closure plans, and validate the effectiveness and sustainability of implemented controls.
• Define, standardize, and continuously enhance quality methodologies, error taxonomies, QC scorecards, and operational checklists aligned to enterprise and client requirements.
• Establish governance routines, reporting dashboards, and performance metrics to monitor control effectiveness, quality trends, SLA adherence, and operational risks.
• Support process transitions, migration projects, and business excellence initiatives by embedding quality and control requirements into due diligence, knowledge transfer, and go-live readiness assessments.
• Drive a culture of risk awareness, quality excellence, and continuous improvement across geographically dispersed teams.

OTHER ROLE DETAILS

• Internal Controls & Testing
• Quality Assurance & SOPs
• Audit Readiness & Compliance

HOW WE SUPPORT OUR COLLEAGUES

In addition to our comprehensive benefits package, we are proud to be an equal opportunity workforce. At Aon, we believe a diverse workforce is an innovative workforce. Our agile, inclusive environment allows colleagues to manage their wellbeing and work/life balance while empowering you to be your authentic self.

Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging them to take time to focus on themselves. We offer a variety of workstyle options through our Smart Working model, but we also recognize that flexibility goes beyond just the place of work... and we are all for it!

Our continuous learning culture inspires and equips colleagues to learn, share and grow, helping them achieve their fullest potential. As a result, Aon colleagues are more connected, more relevant and more valued.

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