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Chief Manager - Quality & Service Excelllence

8 - 13 years

30 - 35 Lacs

Posted:18 hours ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Position

Chief Manager - Quality & SE

Incumbent

Department

Quality

Function

Quality, Service Excellence & Innovation

Reporting to

VP - Quality, Service Excellence & Innovation

Band

4B

Location

Gurgaon

Team size (D/I)

IC

JOB SUMMARY

Responsible for managing Quality for distribution channels, for driving Quality, Service Excellence & Innovation based projects and initiatives for home office and field teams. Key deliverable areas will be Project Delivery using Lean Six-Sigma, Design Thinking, Project Management, Process Excellence, Business Process Management, Training and building QDNA.

KEY RESPONSIBILITIES

Project Management and Delivery - Six Sigma

  • Execute high impact strategic, transformational projects using suitable six-sigma methodology for Distribution Functions.
  • Mentor Lean Six Sigma/Design BB/GB projects for improving process efficiency, revenue, cost save/avoidance.
  • Facilitating change & stakeholder management as part of transformational programs and improvement projects
  • Project management through robust governance, review structure and dash boarding to Sr. leadership, Sponsor, Champion and CFTs.
  • Work with project teams for representing the function/organization in various external/internal Quality Competitions.
  • Conduct internal/external benchmarking and in-sighting for best practice identification and replication

Process Excellence (Business Process Management System, BPM)

  • Process identification, documentation and managing version controls
  • Regular process gap analysis with business teams with solution identification and monitoring to ensure deployment
  • Work with business training teams to design process level training and certification program and drive adoption in partnership with business
  • Designing process flow diagrams on ARIS

Quality Culture and Capability Building

  • Building and measuring Quality - DNA through optimum trainings and other initiatives (Trainings include Yellow Belt, GB, BB, Basic Tools etc.)
  • Reporting of Quality initiatives to Sr. management
  • Support in last mile deployment of all Quality initiatives at functional level

MEASURES OF SUCCESS

  • Six Sigma project closures
  • Business Impact achieved
  • BPM task completion
  • Driving QDNA at functional level
  • Monthly governance and dash boarding

KEY RELATIONSHIPS (Internal /External)

Internal

Business heads, Quality head,

Cross functional teams, Quality team, Sellers

External

As applicable (End Customers, business partners)

KEY COMPETENCIES/SKILLS

  • Lean Six Sigma
  • Design Thinking
  • Innovation Tools
  • Stakeholder Management
  • Project management
  • Change Management
  • Analytical Thinking
  • Statistical Skills
  • Mini Tab
  • Strong Communication/Presentation Skills
  • Facilitation and interpersonal skills

DESIRED QUALIFICATION AND EXPERIENCE

  • Certified Black Belt experience is a must with knowledge of minitab tool.
  • Experience in design thinking, innovation other than DMAIC will be preferred.
  • Graduate with 8+ years experience in driving lean sig-sigma improvement and transformational projects in BSFI, preferable with experience in the Insurance sector and in distribution functions.
  • Process improvement experience via Kaizens and other LEAN tools.

Position

Chief Manager - Quality & SE

Incumbent

Department

Quality

Function

Quality, Service Excellence & Innovation

Reporting to

VP - Quality, Service Excellence & Innovation

Band

4B

Location

Gurgaon

Team size (D/I)

IC

JOB SUMMARY

Responsible for managing Quality for distribution channels, for driving Quality, Service Excellence & Innovation based projects and initiatives for home office and field teams. Key deliverable areas will be Project Delivery using Lean Six-Sigma, Design Thinking, Project Management, Process Excellence, Business Process Management, Training and building QDNA.

KEY RESPONSIBILITIES

Project Management and Delivery - Six Sigma

  • Execute high impact strategic, transformational projects using suitable six-sigma methodology for Distribution Functions.
  • Mentor Lean Six Sigma/Design BB/GB projects for improving process efficiency, revenue, cost save/avoidance.
  • Facilitating change & stakeholder management as part of transformational programs and improvement projects
  • Project management through robust governance, review structure and dash boarding to Sr. leadership, Sponsor, Champion and CFTs.
  • Work with project teams for representing the function/organization in various external/internal Quality Competitions.
  • Conduct internal/external benchmarking and in-sighting for best practice identification and replication

Process Excellence (Business Process Management System, BPM)

  • Process identification, documentation and managing version controls
  • Regular process gap analysis with business teams with solution identification and monitoring to ensure deployment
  • Work with business training teams to design process level training and certification program and drive adoption in partnership with business
  • Designing process flow diagrams on ARIS

Quality Culture and Capability Building

  • Building and measuring Quality - DNA through optimum trainings and other initiatives (Trainings include Yellow Belt, GB, BB, Basic Tools etc.)
  • Reporting of Quality initiatives to Sr. management
  • Support in last mile deployment of all Quality initiatives at functional level

MEASURES OF SUCCESS

  • Six Sigma project closures
  • Business Impact achieved
  • BPM task completion
  • Driving QDNA at functional level
  • Monthly governance and dash boarding

KEY RELATIONSHIPS (Internal /External)

Internal

Business heads, Quality head,

Cross functional teams, Quality team, Sellers

External

As applicable (End Customers, business partners)

KEY COMPETENCIES/SKILLS

  • Lean Six Sigma
  • Design Thinking
  • Innovation Tools
  • Stakeholder Management
  • Project management
  • Change Management
  • Analytical Thinking
  • Statistical Skills
  • Mini Tab
  • Strong Communication/Presentation Skills
  • Facilitation and interpersonal skills

DESIRED QUALIFICATION AND EXPERIENCE

  • Certified Black Belt experience is a must with knowledge of minitab tool.
  • Experience in design thinking, innovation other than DMAIC will be preferred.
  • Graduate with 8+ years experience in driving lean sig-sigma improvement and transformational projects in BSFI, preferable with experience in the Insurance sector and in distribution functions.
  • Process improvement experience via Kaizens and other LEAN tools.

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