Vice president - Quality - P&C Insurance

Role Title :

VP Quality Excellence - P&C Insurance

Location : Noida / Pune

Role Overview :

Will manage operations across India, Philippines, and South Africa.

Direct Reporting : 4-5

Responsibilities : Client management, stakeholder management, RFPs, escalations (client-facing & stakeholder-facing).

Strong expertise in P&C domain, well- versed with process improvement, AI&GEN AI

Six Sigma black certified

Client - US / UK

Willingness to travel across locations

Shift : Starts at 2–3 PM IST.

Responsibilities

Accountabilities

Major Activities

Key Performance Indicators

Drive improvement and innovation for value delivery to EXL and Clients

Develop process improvement and transformation strategy aligned to key clients’ strategic priorities

Support in EXL strategic priorities for driving value capture for EXL

Build a strong QE team to strategize and execute process improvements

Build employee engagement / development programs in line with functional and business vertical plans

Build strong relationship with client stakeholders and internal stakeholders in driving improvement and innovation program

Successful execution of Process Improvement Strategy

Resolve implementations - Identify and execute at least one key transformation project impacting client business outcomes for strategic client relationships\

BB / MBB density

C-Sat score on Value Addition and Contribution

Build domain specific solutions and diagnostic toolkits

Build best practice compendium on key business situations / problems

Develop QE capabilities for business development and support in solutioning for key prospects

Build diagnostic toolkits for key business areas in partnership with business innovation team and operations subject matter experts

Successful cross-sell of Transformation capabilities

Development and application of diagnostic toolkits representing key business footprint

Compelling solutioning from value delivery standpoint

Manage

Build strong people engagement retention initiatives

Develop strong project lean six sigma mentors (including select talent within operations)

Employee Engagement Score

# of successful BBs / MBBs created

Ensure QA delivery is aligned to client needs and is cost effective for EXL

Develop cost and compliance effective quality model to meet client onshore / offshore requirements

Ensure execution of QA model to meet internal and external QA requirements (including compliance to third party certifications)

Ensure Staff engagement / development programs in line with functional requirements (e.g., QC induction, certification, etc)

Sustain and innovate a culture of independence of Quality Performance reporting across client / business processes ensuring a true reflection of Client / end customer experiences / challenges

Pivot to a Digital / Smart QA model with a lean human intervention

Expand QE effectiveness in the evolving Platform- Services business model

Meeting QA performance measures (monitoring / feedback targets, precision, QC density)

Satisfactory audits

Employee engagement score

Coverage of eligible QCAs in key interventions (eg., QC Cert)

Compliance to Client / External / Internal audit and certifications

Manage external auditors’ relationship and on- going annual and interim audits

Engage and co-ordinate with internal and external stakeholders pre, during and post audit periods

Optimize cost models for external certifications

Ensure ongoing certifications are kept up to date

NIL audit observations

Person attributes

Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook

Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred

Proficient with Minitab software

Proficient with MS-VISIO for flowcharting / process mapping software

Domain Knowledge across

P&C Insurance

Knowledge of quality systems (ISO, COPC)

Working knowledge of Transaction Monitoring (QA and QC)

Operational planning and process management to effectively plan, prioritize and execute everyday QC operations

Knowledge of quality assurance, process improvements, domain, etc

Consulting mindset

Strategic focus and strong business acumen

Demonstrates a global mindset

Demonstrates an intellectually agile and analytical approach and thought process

Is a brand ambassador.

Conformance to policies / compliances with auditing skills and eye for details

Ability to coach and give feedback on an ongoing basis.

Interviewing skills

Strong written and verbal communication Skills.

Project management skills and ability to lead in a continually challenging environment