Process Consultant

About the company

Voya India is a Global Capability Center (GCC) supporting Voya Financial Inc. (NYSE : VOYA), At Voya India, we are a dynamic community continuously working to enhance customer experiences in the financial services industry. We are dedicated to making a difference by creating innovative customer solutions through transforming, digitalizing, automating, and enhancing technology and business processes.

Position Title : Process Consultant

The Process Consultant (PC) will work closely with business delivery teams (Operations and Technology) to maintain process maps which include representation of the underlying technologies and tools involved. The PC will be the custodian of the process maps and further work with key stakeholders in the organization to integrate process parameters, observations and measurements holistically. The PC will also proactively identify opportunities for change, especially related to efficiency, accuracy, process improvements, cost reduction and cycle time / SLAs. The role requires a deep understanding of the US Wealth (Defined Contribution) and Health Benefits space – including retirement products and services, supplemental health insurance and investment management solutions for institutions, financial intermediaries and individual investors. Additionally, the PC will need excellent understanding of technologies and tools in space. The role also requires an aggressive consulting mindset to look for continuous improvement opportunities through process reengineering, automation, technology interventions, etc. This is an individual contributor role that requires a high level of adept communication, collaboration, agility, and learning combined with a change of mindset. Specifically, the following are some areas of responsibility

Process Mapping & Documentation :

The PC is expected to build robust, referenceable & robust process maps for the organization which incorporates all layers that underpin customer delivery. The map is to act as not just a knowledge management store but also trigger significant opportunities for improvement. The PC is responsible for keeping the documentation up to date.

Continuous Improvement (CI) : Identification of opportunities

The PC will focus on continuous improvement, gap resolution, integration issues and automation of the processes. Additionally, the PC will be responsible for building business case, secure approvals and managing the CI projects. These could be pertaining but not limited to transformation, automation, reengineering, upgrading and modifying the process landscape. Facilitate workshops, training sessions, and engagement activities to drive transformation success

Change Advisory :

The PC will advise business leaders on changes that will help improve efficiency, accuracy, reduce cost and reduce cycle time / SLAs.

Risk Management :

Identify and assess potential risks associated with the suggested changes. Develop risk mitigation strategies and monitor their effectiveness throughout the implementation lifecycle.

Stakeholder Collaboration :

Work closely with senior stakeholders across multiple teams and areas. Build strong relationships with key stakeholders to ensure seamless communication and collaboration. Ability to present to senior executive level leaders.

Must have : Education Preferably a Management Graduate from a tier 1 B-School. Graduate background in Engineering Preferably

Experience : 17+ years of experience in US Wealth, Health, Investment Management Products, should have had experience in transformation, change management, consulting across business process operations and technology delivery, good track record for process improvement / excellence outcomes

Mandatory skills :

• US Wealth (Defined Contribution) and Health Benefits space – including retirement products and services, supplemental health insurance and investment management solutions for institutions, financial intermediaries and individual investors.
• A six-sigma black / greenbelt and an IPA professional with strong project delivery experience
• Very good process mapping, documentation and presentation
• Ability to identify gaps, improvement and automation opportunities. Strong background in concepts of Kaizen, Lean, TQM.
• Ability to build and present solutions to plug gaps between operations and technology that drive the processes
• Knowledge of change and stakeholder management frameworks and ability to implement them successfully. Application Knowledge of models such as ADKAR, Lewins, etc.
• Excellent collaboration in communication and interpersonal skills.
• Demonstrated ability to lead cross-functional teams and collaborate with diverse stakeholders.
• Proactive, High Energy with an analytical mindset, ownership and a focus on process frameworks, knowledge management & data-driven decision-making.
• Knowledge of automation trends, tools and methodologies such as AI, RPA, Process Mining Tools, etc.
• Should have the ability to multitask across a spectrum of initiatives & tasks (Strategic, Tactical & Operational)

Good to have skills