Manager - Quality Excellence

About the role

The candidate will lead Quality Excellence for the Australian vertical, working across all organisational levels to implement quality management frameworks for UK P&C clients. The role also includes managing a team of Managers and Assistant Managers within the vertical.

Key responsibilities

• Build strong quality control processes with clear measurement to achieve high performance, client‑agreed KPIs and a positive customer experience.
• Analyse business processes, identify problems and develop mitigation plans for quality improvement.
• Own quality assurance across all processes, drive project execution, governance, reporting and standardisation for all clients.
• Stay updated on process‑improvement programmes and contribute to business‑strategy implementation for better customer outcomes.
• Support business development by responding to RFPs/RFIs from a quality perspective.
• Establish and maintain quality compliance at client sites to meet business, internal and ISO certification requirements.
• Facilitate sharing and implementation of best practices from within and outside the organisation.
• Plan and manage budget and resource allocation for the assigned vertical.

Required profile

• Graduate in any discipline with at least 18 months in the current role, preferably with leadership responsibilities.
• Minimum 2 + years experience as a Manager in Quality Excellence with proven financial results.
• 5 + years business/operations experience, including 2‑3 years in BPO environments.
• 3 + years quality experience using Six Sigma and Lean tools, process improvement and project execution.
• UK insurance domain experience is highly preferred.
• Exposure to multiple client environments and ability to package solutions for senior business leaders.
• Strong analytical mindset, problem‑solving ability and comfort with business ambiguity.
• Excellent oral and written communication, presentation and documentation skills.

Required skills

• Six Sigma
• Lean
• Process improvement
• Project execution