Manager Quality & Service Excellence

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:

External:

KEY COMPETENCIES/SKILLS

• Lean Six Sigma
• Design Thinking
• Innovation Tools
• Stakeholder Management
• Project management
• Change Management
• Analytical Thinking
• Statistical Skills
• Mini Tab
• Facilitation and interpersonal skills
• Strong Communication/Presentation 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 3+ 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.