AVP, Quality and Process Improvement

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

1. Develop process improvement and transformation strategy aligned to key clients’ strategic priorities
2. Support in EXL strategic priorities for driving value capture for EXL
3. Build a strong QE team to strategize and execute process improvements
4. Build employee engagement / development programs in line with functional and business vertical plans
5. Build strong relationship with client stakeholders and internal stakeholders in driving improvement and innovation program

1. Successful execution of Process Improvement Strategy
2. Resolve implementations - Identify and execute at least one key transformation project impacting client business outcomes for strategic client relationships\
3. BB / MBB density
4. C-Sat score on Value Addition and Contribution

Build domain specific solutions and diagnostic toolkits

1. Build best practice compendium on key business situations / problems
2. Develop QE capabilities for business development and support in solutioning for key prospects
3. Build diagnostic toolkits for key business areas in partnership with business innovation team and operations subject matter experts
4. Successful cross-sell of Transformation capabilities
5. Development and application of diagnostic toolkits representing key business footprint
6. Compelling solutioning from value delivery standpoint

Manage <
15% YTD attrition levelsat leadership level

1. Build strong people engagement retention initiatives
2. Develop strong project lean six sigma mentors (including select talent within operations)
3. Employee Engagement Score
4. # of successful BBs / MBBs created

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

1. Develop cost and compliance effective quality model to meet client onshore / offshore requirements
2. Ensure execution of QA model to meet internal and external QA requirements (including compliance to third party certifications)
3. Ensure Staff engagement / development programs in line with functional requirements (e.G., QC induction, certification, etc)
4. 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
5. Pivot to a Digital/ Smart QA model with a lean human intervention
6. Expand QE effectiveness in the evolving Platform- Services business model
7. Meeting QA performance measures (monitoring / feedback targets, precision, QC density)
8. Satisfactory audits
9. Employee engagement score
10. Coverage of eligible QCAs in key interventions (eg., QC Cert)

Compliance to Client/ External/ Internal audit and certifications

1. Manage external auditors’ relationship and on- going annual and interim audits
2. Engage and co-ordinate with internal and external stakeholders pre, during and post audit periods
3. Optimize cost models for external certifications
4. Ensure ongoing certifications are kept up to date
5. 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