Sr. Manager Process Excellence

Skills Must Have :

Expertise in Content Moderation and Trust & Safety

1. Excellence leader with a demonstrated history of working in the outsourcing/offshoring industry.

2. Experience in managing Process Excellence initiatives for a cluster of engagements

3. Experience in managing a team of black belts and their career pathing

4. Must have led/ driven six sigma and lean projects as a Black belt and mentored LSSBB projects as a Lead / Master black belt

5. Hands on experience in driving large transformational programs involving process reengineering, analytics, automation in Insurance domain

6. Must have worked in cross functional teams and demonstrated ability to drive change in the process in Insurance domain

7. Excellent oral and written communication skills and should be able to manage internal stake holders as well as customers.

8. Experience in working with the sector leaders and putting together a strategic roadmap for the transformations

9. Well versed with MS Office – Excel and PowerPoint.

10. Exposure to working in Process excellence role in third party BPOs

Job Description:

1. Lead consulting assignments and deliver business value to the customers through quality initiatives.

2. Lead a team of black belts in achieving the cost saving, process standardization, value creation targets for a luster

3. Support process excellence initiatives and drive improvement projects in a complex and fast paced environment.

4. Be a strategic partner for sector leader in driving transformation and customer advocate for the line of business

5. Drive benchmarking and best practices deployment across accounts.

6. Identifying process gaps & improvement opportunities to infuse efficiency and effectiveness into business processes.

7. Understand potential customer dis-satisfaction drivers and proactively mitigate any CSAT risks.

8. Work closely with customers and operations leadership team to identify improvement opportunities and drive them to closure.

9. Drive projects to improve and maintain the profitability of the process.

10. Leading and ensuring governance for Quality/ Process Excellence initiatives for Large Engagements.

11. Drive a culture of process improvement using tools like Six Sigma, Lean and Kaizen by facilitating workshops, roadshows etc

12. Drive standardization practices and ensure strict compliance in internal and client defined processes.

13. Ensure all process metrics are met.