Assistant Vice President – Quality, Service Excellence

1 month ago

Gurugram, India Max Life Insurance Company Limited Full time

JOB SUMMARY


Responsible for managing Quality, Service Excellence & Innovation for distribution channels. The candidate is expected to lead & deliver outcomes in areas of Revenue, Cost Save/Avoidance & Customer Experience through transformational quality initiatives. Key deliverable areas will be leading large scale CFT projects using methodologies like Lean Six-Sigma/Design Thinking/Innovation, Managing Process Excellence Training delivery and building the Quality DNA in the organization.



KEY RESPONSIBILITIES

  • Project Management and Delivery - Six Sigma
  • Execute high impact strategic, transformational projects using suitable six-sigma methodology for Distribution Functions driving business growth & revenue.
  • 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)
  • Drive end to end BPM with functional teams for improving process efficiency and process maturity index.
  • Enable 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
  • 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 deployment & Process Maturity
  • Improved QDNA Scores
  • Governance through reviews and dashboarding


DESIRED QUALIFICATION AND EXPERIENCE

  • Certified Black Belt experience is a must with knowledge of Minitab tool.
  • Knowledge of insurance sector is preferred.
  • Experience in design thinking, innovation in addition to DMAIC.
  • Experience of team management & development.
  • Graduate with 10+ years’ experience in driving lean sig-sigma improvement and transformational projects in BSFI, preferable with experience in the Insurance sector and/or in distribution functions.
  • Process improvement experience via Kaizens and other LEAN tools.

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