Quality Assurance Delivery Manager

The Delivery Manager (DM) for Quality Assurance and/or Managerial Supervision for branches/agencies is responsible for leading the associated teams in line with the business strategy, while planning, implementing and monitoring operational performance, quality governance and transversal initiatives across the processes under scope.

The Delivery Manager (DM) for Quality Assurance or Managerial Supervision for branches/agencies acts not only as an operational leader but also as a strategic partner, driving quality governance, risk anticipation, continuous improvement, digital transformation and stakeholder confidence across all monitored perimeters.

What you will do:

• Manage multiple QA teams and activities providing guidance and direction in handling questions and requests related to the processes under their scope, ensuring their efficient and effective resolution in accordance with established Service Level Agreements (SLAs);
• Lead the Quality Governance framework across all perimeters under scope, ensuring effective monitoring of quality trends, root causes, emerging risks and remediation plans;
• Oversee and continuously optimize sampling methodologies, control frameworks and risk-based monitoring approaches to ensure efficient and relevant quality coverage;
• Leverage data analytics, dashboards and management reporting to identify performance trends, systemic weaknesses and transformation opportunities;
• Ensure audit readiness and compliance with Group standards, regulatory requirements and internal control frameworks, coordinating remediation actions when required;
• Promote the adoption of AI-powered and digital solutions to enhance quality monitoring, sampling, reporting, knowledge management and operational efficiency while ensuring responsible AI usage;
• Executive-level quality reviews, governance committees and stakeholders; management;
• Challenge existing control frameworks and drive transformation initiatives aimed at improving control effectiveness, operational efficiency and user experience;
• Understands the Group Strategy communicated and defined on an annual basis and ensures its applicability and implementation within the team;
• Coordinate teams from a people management perspective, including performance management;
• Ensure Delivery Excellence for all contracted services, enhancing regulatory trust;
• Define and monitor the performance objectives for the teams and secure their execution;
• Support in actions plans definition in case of KPIs deviation and act as decision maker in escalations management;
• Support business development activity on respective perimeter;
• Ensure robust Stakeholder management with all internal and external involved parties; manage strategic and operational meetings;
• Increase Contract management accountability and deliver 100% of budget related metrics; Forecast and budget definition/ follow-up;
• Implement cost efficiency and enhanced operational performance by increasing "Value add through Transformation”; active contribution to Continuous Improvement initiatives;
• Collaborate with Support Functions teams (Transition, Continuous Improvement, Reporting, etc.) to support process optimization and diverse initiatives;
• Participate in business projects (transitions, implementation of IT platforms, process changes, etc.) and monitoring their deployment.

• Minimum 5 years of managerial experience with relevant exposure to large teams and multiple processes (leading teams of +50 employees and/or account management role is a plus);
• Experience in project management, process improvement and/or transition of business processes.;
• Experience in client engagement (account management, relationship with stakeholders on client side, responsibility on business reviews, budget management, etc.);
• Strong analytical mindset with demonstrated experience in quality governance, risk management, root cause analysis and performance steering;
• Advanced stakeholder management skills, with the ability to influence senior stakeholders, challenge existing practices and drive change in complex environments;
• Good command of French and English (min. B2);
• Effective interpersonal skills in a multicultural environment;
• Motivated by dynamic business environment.

At SG GSC  you will find a flexible workplace and culture, autonomy, constant learning opportunities, dynamism, and talented people, making this experience a real career accelerator. You will also discover all the diversity of our businesses, in a sector that is constantly evolving and innovating.If you feel like ambitiously pursuing your goals, then you have come to the right place.

Plus, you will enjoy all our benefits:

• competitive compensation & remuneration, including annual performance bonus;
• preventive healthcare plan, and group health & life insurance;
• wide range of flexible benefits within a monthly budget;
• office perks, wellbeing and mental health programs;
• various social benefits and bonuses for personal or family events;
• 9-to-5 workday & flexible working environment (Hybrid); 
• additional paid and unpaid time off, including Sabbatical leave;
• learning and growth opportunities based on individual development and career plans;
• unlimited access to various eLearning resources.

We are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious.  Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA. If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us! 

Still hesitating?

We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible 
practices for environment protection. We are an equal opportunities employer, and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.