Continuous improvement Manager

• 202506062

• Mumbai, Maharashtra, India

Key Deliverables

• Develop Product/ Work/ Client Segmentation and Target Operating Model to help improve service delivery (Quality, TAT, Risk, C-Sat) to the client and minimize over/ underservicing
• Map the Service Delivery Operation – End to End and identify opportunities to improve flow (remove bottlenecks) in Service Delivery to the client and eliminate internal Operational waste
• Minimize process complexity and variation, Standardize Operational activities
• Assess existing Operational processes to determine ‘% automation potential’, recommend very specific changes to the existing Operational activities to help increase ‘automation readiness’
• Determine Operational Capacity requirements (highlight mismatches). Recommend solutions to improve Productivity and Utilization that will help deliver ‘efficiencies’
• Ensure the WTW Op-Ex methodology, tools, and thinking are embedded into the operation and applied accurately and consistently
• Publish learnings post each initiative to enrich the Op-Ex intellectual capital in the organisation
• Identify implementation risks and barriers to adoption and develop risk mitigation strategies to optimise the success of Op-Ex deployments
• Setup Quality and Knowledge Management frameworks to support Operational sustainability

The Requirements

• Degree from premier institutes
• Certifications in Lean, Six Sigma, Agile, Systems Thinking, Design Thinking, PMP
• Business Management Degree from premier institutes preferred

Knowledge/ Skills/ Experience:

• Minimum 10+ years work experience as a Business Change, Transformation and Operational Excellence consultant with organizations in Insurance and Insurance Broking, Human Capital Benefits, Banking, Financial Services, Ecommerce
• Completed large organization wide Change and Transformation programs. Has a track record of delivering efficiency / benefits.
• Excellent Communication (written and verbal) and Presentation skills
• Solid Program and Project management skills
• Working knowledge of Robotics Process Automation tools
• Solid Client Relationship Management and Stakeholder Management skills