Lead - Process Excellence(Thane- JB 9)

Basic Details: Fill the required information about business, unit, location, position, reports to position and date of updation of JD Business Financial Service – HO Unit Aditya Birla Health Insurance Company Ltd Location Thane Poornata Position Number of the job Reports to: Poornata Position Number Poornata Position Title of the job (30 characters max) Deputy Chief Manager

Business Excellence

Reports to: Poornata Position Title Lead – Business Excellence

Function Business Excellence, CX, Data & Innovation

Reports to: Function Business Excellence, CX, Data & Innovation

Department Business Excellence

Reports to: Department Business Excellence

Designation of the Employee Chief Manager

Designation of the Manager AVP / DVP

Business Excellence

Date of writing/updation of JD 17 th Feb, 2026

• Job Purpose: Write the purpose for which the job exists (in 2-3 lines) (Max 1325 Characters)

The candidate is expected to Improve, Change and Transform existing Business Operations / Functions by

• Performing detailed study / assessment of business operations / functions (end to end – customer, vendor, people, process, technology) and determining areas for change and improvement
• Developing a roadmap to deliver improvements as per the business plan
• Developing solutions to implement change and improve business metrics
• Developing reports to track the impact (savings) of the change and transformation
• Working closely with functional leaders to embed Business Excellence (frameworks, tools, practices etc.) across the business to help improve service delivery, reduce cost, improve NPS and enhance capability
• Designing and re-engineering business processes
• Driving process controls around errors and outliers to improve quality
• Dimensions: Mention quantitative or qualitative parameters that are relevant for the job and provide a better understanding of the scope and scale of the job.

Business Workforce Number

(Max 254 Characters)

Unit Workforce Number

(Max 254 Characters)

Function Workforce Number

(Max 254 Characters)

Department Workforce Number

(Max 254 Characters)

Other Quantitative and Important Parameters for the job: Budgets/ Volumes/No. of Products/Geography/ Markets/ Customers or any other parameter

• Engineering or Management degree from premier institute
• Certification in Lean, Six Sigma, Agile, Design Thinking, PMP
• 8+ years work experience in change management, business transformation, operational excellence, digital transformation etc. with organizations in insurance, banking, financial services, ecommerce etc.
• Should have completed large change and transformation programs and delivered benefits
• Excellent communication and presentation skills
• Good program and project management skills
• Working knowledge of GenAI, ML models, & RPA tools
• Experience in Digital Transformation
• Experience in Process Re-engineering
• Experience in delivering Lean/Six Sigma trainings
• Job Context & Major Challenges: Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section ((Max 3975 Characters)

Multi-stakeholder change execution across functions, dependency on IT/RPA/Analytics, balancing CX (TAT/NPS) with cost and controls, prioritizing the projects based on business requirements and operating in a regulated insurance environment.

• Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)- Maximum 10 KRAs can be updated

Key Result Areas ( Max 1325 Characters) Supporting Actions (Max 1325 Characters)

Improve Service Delivery

• Develop Product/Work/Customer segmentation and target operating model to help improve service delivery (TAT, Quality, Risk, NPS) to the customers and minimize under/over servicing
• Map the service delivery operations (end to end) and identify opportunities to improve flow (remove bottlenecks) in service delivery and eliminate internal operational waste
• Minimize process complexity and variation, standardize process steps

Process Efficiency and Automation

• Assess existing business processes to determine automation potential, recommend specific changes to the business activities to help increase “automation readiness”
• Determine operational capacity requirement. Recommend solutions to improve utilization and productivity that will help deliver efficiency

Embedding Business Excellence Culture

• Ensure that ABHI Business Excellence methodology, tools and thinking are embedded into the operations and applied accurately and consistently
• Constructively challenge the organization to constantly improve capability and performance
• Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)

None. It is an Individual Contributor (IC) role.

• Relationships: Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with in order to deliver the job objectives

Relationship Type (Max 80 Characters) Frequency Nature (Max 1325 Characters) Internal Manager & Senior Management

Subject Matter Experts

RPA Developer

IT, Data Analytics

Daily

Understanding the business issues, recommending the solutions and supporting the implementation of solutions

External Technology Vendors

Business Consultants

As and when required

Understanding vendors’ and consultants' services

and working with them, if required

• Organizational Relationships: Provide the structure for a level above and below the position for which this job description is written. Use position titles in the structured and indicate all the reports of the position.

SIGN-OFF: Provide the name of the Manager and the jobholder. Signature needed for the hard copy of the JD. Hard copy to be maintained in the organizational record. Job Holder Reports to – Manager Name

Signature (needed for the hard copy)