Sun Life | Associate Director
1 month ago
The Associate Director for Transformation Consulting is responsible for leading the strategic design and implementation of end-to-end client experience transformations across Operations organization. Leveraging design thinking, systems thinking, and Lean/Six Sigma methodologies, you will work collaboratively with business and technology leaders to identify opportunities, design innovative solutions, and drive the execution of complex process improvement and digital transformation initiatives.
Accountabilities
• Provide strategic direction and oversight for team, ensuring alignment to the organization's client experience transformation objectives.
• Lead the design of target operating models that optimize processes, leverage automation and digital technologies, and enhance the overall client experience.
• Facilitate design thinking workshops and client journey mapping sessions to deeply understand client needs and pain points.
• Utilize systems thinking to analyze current state operations, uncover root causes of inefficiencies, and develop hypothesis-driven solutions.
• Partner with product owners, business stakeholders, and technology teams to rapidly prototype and test solutions through an agile, iterative approach.
• Develop and manage a portfolio of Lean/Six Sigma and digital transformation initiatives, ensuring effective change management and realization of expected benefits.
• Provide coaching and mentorship to the Lean Design team, building their capabilities in design thinking, process improvement, and digital transformation.
• Collaborate with senior leaders to create a roadmap of transformation and continuous improvement initiatives, aligning to strategic priorities.
• Represent the function, effectively communicating progress and results to executive stakeholders.
• Establish and maintain strong relationships with cross-functional teams, fostering a collaborative environment to drive successful project delivery.
• Continuously monitor industry trends and best practices and adapt the team's approach to ensure the organization remains at the forefront of process optimization and digital transformation.
Skills and Knowledge
• Extensive experience (15+ years) leading complex process improvement and digital transformation initiatives, with a track record of delivering measurable business impact
• Expertise in design thinking, systems thinking, Lean, Six Sigma, and agile methodologies, with the ability to apply these principles to solve business problems.
• Strong consulting, facilitation, and relationship management skills, with the ability to influence and drive change across the organization.
• Proficient in data analysis, visualization, and storytelling to drive data-driven decision making.
• Excellent communication and presentation skills, with the ability to translate technical concepts for non-technical audiences.
• Experience managing and developing high-performing teams, fostering a culture of continuous learning and improvement.
Education and Experience
• Advanced degree in a relevant field (e.g., business, engineering, computer science) from a top tier institution preferred.
• At least 15 years of relevant experience with increasing accountability.
• Experience using Business Architecture to articulate RPA/Micro Automation solutions and low code/no code platforms using PEGA, Blue Prism, MS Power platform, TABLEAU.
• Experience of using process/task mining tools.
• Experience of managing multiple portfolios with varied requirements and priorities.
• Experience in Life and Health Insurance will be of advantage
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