Process Excellence Manager

3 weeks ago

Lal Bahadur Nagar, 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 analyticsand 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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