Chief Manager – Quality & Service

JOB SUMMARY

Responsible for managing Quality for distribution channels, for driving Business Excellence 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.