Chief Manager - Quality & Service Excellence

Position : Chief Manager - Quality & SE Incumbent

Department : Quality Function Quality, Service Excellence & Innovation

Reporting to : AVP - Quality, Service Excellence & Innovation Band 4B

Location : Gurgaon

Team size : IC

Job Summary :

Responsible for managing Quality for distribution channels, 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.