Process Excellence Manager

Role Purpose

Process Excellence will support enterprise-wide process improvement, standardization, and change initiatives across operational functions of Kshema General Insurance. This role focuses on process documentation, basic analysis, execution support, and coordination of transformation initiatives under guidance from senior team members. The associate will also support project tracking and reporting for COO-led initiatives.

Key Responsibilities

1. Process Excellence & Standardization

Lead end-to-end process mapping exercises (AsIs / ToBe) across underwriting, claims, policy servicing, operations, finance, and support functions. Assist in identifying process gaps, inefficiencies, and improvement opportunities. Support Lean / Six Sigma improvement initiatives to reduce turnaround time (TAT) and errors. Help maintain SOP documentation and version control repositories. Assist in tracking key operational KPIs such as cycle time, productivity, and error rates.

2. Change Management & Implementation

Act as Change Champion across operational verticals. Develop change rollout strategies including stakeholder communication, training, and adoption tracking. Coordinate cross-functional alignment between Operations, IT, Risk, Compliance, Actuarial, Finance, HR, and Distribution. Ensure implementation readiness before go-live (controls, governance, training, system readiness). Track adoption metrics and escalate implementation risks proactively.

3. Project & Program Management (COO’s Office)

Drive COO-led initiatives including automation programs, digital transformation, new product operational readiness, governance enhancement projects, and cost productivity initiatives. Develop structured project charters, timelines, and executive dashboards. Ensure milestone adherence and executive reporting to the COO.

4. Automation & Innovation Enablement

Identify manual, redundant, and compliance-sensitive processes for automation. Collaborate with IT & Digital teams for requirement articulation and implementation oversight. Promote AI and analytics-enabled operational insights. Support implementation of dashboarding and KPI monitoring tools.

5. Governance & Compliance Alignment

Ensure processes align with IRDAI regulations, internal control frameworks, and risk governance requirements. Work closely with Risk & Compliance to embed regulatory controls within operational workflows. Support audit readiness and regulatory inspections through structured documentation.

Key Deliverables

Updated process documentation and SOPs for all functions Project trackers and initiative status reports KPI and operational performance reports Mitigating process risks derived from poor process management Change adoption and training support documentation.

Qualifications & Experience Education

Graduate degree in Engineering, Management, or equivalent

Lean Six Sigma Yellow or Green Belt (Preferred)

Experience

1-5 years of experience in process improvement, operations, consulting, or project support roles

Exposure to Insurance, BFSI, or regulated environments preferred

Skills & Competencies

Basic process mapping and documentation skills

Working knowledge of Lean / Six Sigma concepts

Strong coordination and stakeholder interaction skills

Analytical mindset with attention to detail Clear written and verbal communication

Comfort with data, reports, and dashboards