Process Excellence Manager

3 weeks ago

Hyderabad, India Sutherland Full time
Sutherland is seeking an organized and reliable person to join us as a Process Excellence Manager - Insurance Vertical.
We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you
Responsibilities:
Continuous Improvement & Transformation
- Apply Lean/Six Sigma methodologies to improve performance, reduce waste, and enhance productivity across multiple sites and functions.
- Lead transformational initiatives to adapt operations in line with evolving industry and market trends.
- Define, optimize, and maintain end-to-end processes to ensure maximum efficiency.
- Lead SLA baselining, AHT optimization, and KPI tracking to meet and exceed operational targets.
Project Leadership & Delivery
- Prioritize, scope, and execute high-impact improvement projects, ensuring delivery within budget, timelines, and defined benefits.
- Lead cross-functional teams to map current processes, identify gaps, and implement improvement roadmaps.
- Conduct root cause analysis (RCA) and problem-solving to address performance bottlenecks.
Stakeholder Collaboration & Change Management
- Build and maintain relationships across functions to identify improvement opportunities and implement measurement systems.
- Partner with IT to align on current and future technology needs for process optimization.
- Drive change management initiatives to embed a culture of continuous improvement and operational excellence.
- Coach and mentor stakeholders at all levels to adopt Lean principles and best practices.
Performance Measurement & Governance
- Define and monitor Key Performance Indicators (KPIs) to measure process efficiency and project impact.
- Establish governance frameworks to sustain improvements and track benefit realization.
- Collaborate with leadership to ensure strategic alignment and delivery of organizational goals.
Requirements:
Education: Bachelor’s Degree required; MBA preferred.
Certification: Certified Six Sigma Black Belt (mandatory; Green Belt acceptable with significant Black Belt project experience).
Experience:
- Minimum 8 years’ experience in Service Excellence, Quality, or Process Improvement roles, with at least 5 years in US/UK Insurance operations.
- Proven expertise in project management, Six Sigma/Lean initiatives, process transformation, automation, P&L analysis, and continuous improvement.
- Technical Skills: Minitab, MS Excel, MS PowerPoint; experience in analytics and statistical problem-solving.
Soft Skills:
- Strong quantitative and analytical problem-solving ability.
- Ability to influence without authority and inspire cross-functional teams.

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