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.
