Director - Quality, Control & Benchmarking

Job Title: Director - Quality Assurance

Solution Line: Aon Business Services

Team: Quality and Business Excellence

Position Type: Full Time

Work Mode: Hybrid

Cab Facility: Yes

Shift Time: 12:00 PM - 9:00 PM (IST)

People Manager Role: Yes

Work Experience

• 25+ years of experience, including 15+ years leading Quality, Controls, or Assurance functions in a GCC/shared services environment.
• Experience managing operational quality, controls, and SLA/KPI performance.
• Strong exposure to international stakeholders and cross-functional operations.
• Lean Six Sigma Black Belt (mandatory).

Technical Skills

• Quality assurance and control framework design.
• QA/QC sampling methodologies and error taxonomy development.
• SLA/KPI definition, monitoring, and benchmarking.
• Dashboarding, executive reporting, and governance.
• Root cause analysis and continuous improvement.

Behavioral Skills

• Executive presence and credibility with senior onshore, Risk, Compliance, and Internal Audit stakeholders
• Independence and the courage to escalate control failures and hold the line on standards
• Strong people leadership — able to build, coach, and retain a specialist team from a standing start
• Pragmatism in balancing control rigor with operational throughput and transition timelines
• Clarity in communicating control and quality expectations across sites and cultures (e.g., India, Poland)

Job Overview

The Quality & Control Leader will establish and lead the Quality & Control function as a key pillar within Aon's Global Capability Centers (GCCs). This role will design, implement, and govern the operational quality and control framework across GCC operations, ensuring robust process controls, consistent quality standards, and effective assurance mechanisms.

The incumbent will be responsible for creating a culture of quality excellence by defining operational control standards, implementing quality assurance methodologies, and providing leadership visibility through governance and reporting. The role will partner closely with operational teams, Business Excellence, and Transition teams to ensure new services and processes are launched with strong controls from day one.

Core Responsibilities

• Design, implement, and continuously enhance the GCC-wide Quality & Control Framework, including quality standards, assurance methodologies, control testing approaches, and governance requirements.
• Establish and oversee QA/QC processes, including sampling methodologies, quality scorecards, error taxonomy, defect classification, root cause analysis, and corrective action management across all GCC operations.
• Monitor control effectiveness and quality performance, ensuring operational teams consistently meet established SLAs, KPIs, compliance requirements, and client expectations.
• Develop and lead governance forums through robust dashboards, executive reporting, issue tracking, and escalation mechanisms, providing GCC leadership with visibility into quality and control performance.
• Drive continuous improvement initiatives by identifying process gaps, recurring defects, and operational risks, and implementing sustainable solutions to improve accuracy, efficiency, and customer outcomes.
• Partner closely with Business Excellence, Transition, and Operations leaders to embed quality and control requirements into due diligence, process design, and go-live readiness activities, ensuring new workstreams are operationally controlled from inception.
• Benchmark quality and operational performance against industry standards and best practices, recommending enhancements to strengthen GCC delivery maturity and stakeholder confidence.
• Lead, coach, and develop a team of quality and control professionals, fostering a culture of accountability, operational excellence, and continuous learning.
• Act as the independent control authority within the GCC, challenging ineffective practices, escalating significant control failures, and driving timely remediation of identified risks and defects.
• Build strong relationships with global stakeholders, ensuring alignment on quality expectations, governance requirements, and continuous improvement priorities across regions and functions.

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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