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Quality and Service Excellence Manager

2 months ago

Belgaum, Karnataka, India Max Life Insurance Company Limited Full time

Job Summary

Max Life Insurance Company Limited seeks a seasoned professional to lead Quality, Service Excellence & Innovation for distribution channels. The ideal candidate will drive outcomes in areas of Revenue, Cost Save/Avoidance & Customer Experience through transformational quality initiatives. Key deliverables will include 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.
  • Facilitate 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.