Improving Operational Efficiency Manager

2 days ago

Mumbai, Maharashtra, India beBeeOperational Full time ₹ 12,04,200 - ₹ 21,47,100

Process Excellence Specialist

Sutherland is seeking a skilled and organized professional to join us as a Process Excellence Specialist. We are a team of driven individuals who value collaboration and innovation.

Responsibilities:

  • Apply continuous improvement methodologies to enhance performance, reduce waste, and increase 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 to ensure maximum efficiency.
  • 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 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 stakeholders 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 and best practices.

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.

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