Operational Excellence Manager

1 week ago

Jodhpur, Rajasthan, India beBeeOperational Full time ₹ 1,71,28,752 - ₹ 2,17,10,736

Job Title: Operational Excellence Lead

Sutherland is seeking a skilled professional to join us as an Operational Excellence Lead. We are a group of driven and supportive individuals, passionate about building a fulfilling career.

Key Responsibilities:

We are looking for someone who can lead transformational initiatives to adapt operations in line with evolving industry and market trends. This includes defining, optimizing, and maintaining end-to-end processes to ensure maximum efficiency.

  • Apply Lean/Six Sigma methodologies to improve performance, reduce waste, and enhance productivity across multiple sites and functions.
  • 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.

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.

About the Role:

This is a challenging role that requires strong analytical skills and the ability to communicate effectively with various stakeholders.

The successful candidate will have excellent leadership skills and be able to work independently as well as part of a team.

What We Offer:

Competitive salary and benefits package.

Opportunities for growth and professional development.

A collaborative and dynamic work environment.

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