Excellence Transformation Specialist

2 weeks ago

Mysore, Karnataka, India beBeeOperational Full time ₹ 20,00,000 - ₹ 25,00,000

Process Excellence Manager

Sutherland is seeking an organized and reliable individual to join us as a Process Excellence Manager in the Insurance Vertical.

We are a group of driven and supportive professionals who share a passion for excellence. If you are looking to build a fulfilling career, have confidence in your skills, and believe you can make a meaningful contribution, we want to work with you.

Key Responsibilities:

  1. Apply Leverage Lean/Six Sigma methodologies to improve performance, reduce waste, and enhance productivity across multiple sites and functions.
  2. Lead transformational initiatives to adapt operations in line with evolving industry and market trends.
  3. Define, optimize, and maintain end-to-end processes to ensure maximum efficiency.
  4. Lead SLA baselining, AHT optimization, and KPI tracking to meet and exceed operational targets.

Project Leadership & Delivery:

  1. Prioritize, scope, and execute high-impact improvement projects, ensuring delivery within budget, timelines, and defined benefits.
  2. Lead cross-functional teams to map current processes, identify gaps, and implement improvement roadmaps.
  3. Conduct root cause analysis (RCA) and problem-solving to address performance bottlenecks.

Stakeholder Collaboration & Change Management:

  1. Build and maintain relationships across functions to identify improvement opportunities and implement measurement systems.
  2. Partner with IT to align on current and future technology needs for process optimization.
  3. Drive change management initiatives to embed a culture of continuous improvement and operational excellence.
  4. Coach and mentor stakeholders at all levels to adopt Lean principles and best practices.

Performance Measurement & Governance:

  1. Define and monitor Key Performance Indicators (KPIs) to measure process efficiency and project impact.
  2. Establish governance frameworks to sustain improvements and track benefit realization.
  3. 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: 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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