Senior Process Transformation Manager

6 days ago

Pune, Maharashtra, India exl Full time
Job Description

As a key member of our EXL team, you will be responsible for driving process management rigor to ensure superior service delivery by meeting/exceeding customer SLAs. This requires extensive interaction with clients to understand and capture all requirements to assist in set up of SLAs and benchmark processes, baseline performance, and target setting.

Key Responsibilities:

  • Develop and implement process improvement and innovation strategies for client business.
  • Plan and execute projects; manage process improvement program for client engagement(s).
  • Act as a business interface for client transformation teams, EXL transformation, technology, and operations teams.
  • Build relationships with key business leaders and other stakeholders to drive improvements.
  • Facilitate sharing of best practices from within and outside the organization, implement, and drive performance benchmarking.
  • Drive Lean Six Sigma culture, extensive usage of quality tools and concepts, and mentor GB/BB.
  • Support business development; support in RFP, RFI responses from quality perspective.
  • Active participation in client visits, showcasing transformation case-studies.
  • Responsible for ensuring smooth set up and functioning of QA to meet business, internal, and certification requirements; gather client requirements, build QA plan, support migration team for implementation for new client processes and ensure consistent delivery on QA program.

Candidate Profile:

  • Minimum 6 years of total work experience with at least 2 years of relevant experience in BPO/ITES industry.
  • Must have led process improvement/transformation program with significant savings (with at least 3-4 projects led individually).
  • Must have mentored at least 5–7 GB/BB projects.
  • Must be a Lean Six Sigma Black Belt – trained/certified.
  • Minimum 1 year in current role/assignment.
  • Insurance domain knowledge preferred.
  • Excellent education pedigree. Graduate degree is a must, degree in a quantitative discipline is preferable (Engineering, Statistics, etc.). MBA preferred but not essential.
  • Exposure to multiple client environments.
  • Experience of packaging and showcasing capabilities and solutions, especially to senior business leaders.
  • Evidence of problem-solving analytical mindset and comfort with business ambiguity.
  • Excellent oral communication and presentation skills.
  • Superior written communication skills.

About EXL:

EXL is a leading provider of outsourcing and transformation services to global companies. We help businesses achieve operational excellence by leveraging our expertise in process management, technology, and innovation.

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