Transformative Operations Specialist

2 weeks ago

Morādābād, Uttar Pradesh, India beBeeProcess Full time ₹ 15,00,000 - ₹ 25,00,000

Job Title: Process Transformation Expert

Sutherland seeks an organized professional to join this challenging role. We are a group of driven individuals who thrive on making a difference.

Key Responsibilities:

  • Continuous Improvement & Transformation:
    • Apply Lean/Six Sigma methodologies to enhance performance, reduce waste, and boost 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 for maximum efficiency.
    • Lead SLA baselining, AHT optimization, and KPI tracking to meet operational targets.
  • Project Leadership & Delivery:
    • Prioritize, scope, and execute high-impact improvement projects, ensuring delivery within 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.
    • 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.
  • 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 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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