Responsible for managing Quality and Service Excellence for distribution function, 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.
Job Description
Position
Senior Manager – Quality & SE
Incumbent
Department
Quality
Function
Quality, Service Excellence & Innovation
Reporting to
AVP – Quality, Service Excellence & Innovation
Band
4A
Location
Gurgaon
Team size (D/I)
IC
JOB SUMMARY
Responsible for managing Quality and Service Excellence for distribution function, 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.
