Process Excellence Manager

Roles & Responsibilities:

• Lead multiple engagements and be responsible for resolving complex business problems
• Design/Deploy Service Quality framework that provides insights into the business conditions for enhancing process efficiency, improve quality and aide predictability of Operations Health
• Ability to understand, define & monitor the business indicators (Lagging & Leading Indicators)
• Sound understanding of Early Warning system(s) and be able to design as per business need
• Expertise in performing Risk & Controls assessment/FMEA and create/propose a robust controls framework
• Create Process Health Dashboards & reports, perform ad-hoc analysis, and implement action plans
• Drive ongoing/ identified service assurance initiatives, continuous process improvement program
• Accountable for data accuracy, timeliness and overall quality of the overall work product

QUALIFICATIONS: Degrees, Certifications, Experience:

• Minimum of

  10+ years of overall experience, with at least 5-7 years in Continuous Improvement, Process Excellence or Operational Excellence roles

  .
• Engineering degree; post-graduation in management or a related field preferred.

• Black Belt/ Master Black Belt certification or Lean Master certification

  from a recognized institution.
• Proven results orientation, with a track record of tackling new challenges and achieving stretch goals.

• Strong team leadership skills, fostering open communication

  and a performance-oriented culture.
• Excellent collaboration and

  influencing abilities, with experience in building networks

  across geographies.
• Strategic orientation, with the ability to understand business context and articulate evolving priorities.
• Change leadership skills, with a focus on

  innovation, risk-taking, and championing new ideas

  . • Excellent knowledge about service quality both in Operations and support functions.

  Preferred domains: Insurance Supply Chain, Utilities, Healthcare, Customer support