Manager

“Drive process transformation and continuous improvement initiatives for Premium Audit client engagements while building a process excellence culture and ensuring an effective quality program for Internal process and clients.”

Role:

• Planning and execution of projects; managing process improvement program for client engagement(s)
• Drive process management rigor to ensure superior service delivery by meeting / exceeding customer SLAs. This requires extensive interaction with onshore team/ clients to understand and capture all requirements to assist in set up of SLAs and benchmark processes, baseline performance and target setting.
• Support in development of process improvement and innovation strategy for client business.
• Build relationships with key business leaders and other cross functional stakeholders to drive improvements.
• Facilitate sharing of best practices from within and outside the organization, implement and drive performance benchmarking.
• Drive Lean Six Sigma culture, extensive usage on quality tools and concepts and mentor GB / BB.
• Active participation in client visits, showcasing transformation case-studies (if any).
• Responsible for ensuring smooth set up and functioning of QA to meet business, internal and certification requirements; gather client requirements, build QA plan, support migration team for implementation for new client processes and ensure consistent delivery on QA program.

Candidate Profile

• Minimum 8 years of total work experience with at least 2 years of relevant in BPO / ITES industry
• Must have led process improvement / transformation program with significant savings (with at least 3-4 projects led individually)
• Must have mentored at least 4 – 5 GB / BB projects.
• Must be a Lean Six Sigma Black Belt – trained / certified.
• Minimum 1 year in current role / assignment
• Insurance domain knowledge (premium audit) preferred.
• Excellent education pedigree
  • Graduate degree is a must, degree in a quantitative discipline is preferable (Engineering, Statistics etc.)
  • MBA preferred but not essential.
• Exposure to multiple client environments.
• Experience of packaging and showcasing capabilities and solutions, especially to senior business leaders.
• Evidence of problem-solving analytical mindset and comfort with business ambiguity.
• Proficient in creating effective PowerPoint presentations and skilled in Excel.
• Excellent oral communication and presentation skills.
• Superior written communication skills.