Chief Manager – Quality & Service

JOB SUMMARY Responsible for managing Quality for distribution channels, for driving Business Excellence based projects and initiatives for home office and field teams. Key deliverable areas will be Project Delivery using Lean Six-Sigma, Design Thinking, Project Management, Process Excellence, Business Process Management, Training and building QDNA.

KEY RESPONSIBILITIES

Project Management and Delivery - Six Sigma

Execute high impact strategic, transformational projects using suitable six-sigma methodology for Distribution Functions. Mentor Lean Six Sigma/Design BB/GB projects for improving process efficiency, revenue, cost save/avoidance. Facilitating change & stakeholder management as part of transformational programs and improvement projects Project management through robust governance, review structure and dash boarding to Sr. leadership, Sponsor, Champion and CFTs. Work with project teams for representing the function/organization in various external/internal Quality Competitions. Conduct internal/external benchmarking and in-sighting for best practice identification and replication. Process Excellence (Business Process Management System, BPM) Process identification, documentation and managing version controls Regular process gap analysis with business teams with solution identification and monitoring to ensure deployment Work with business training teams to design process level training and certification program and drive adoption in partnership with business Designing process flow diagrams on ARIS Quality Culture and Capability Building Building and measuring Quality – DNA through optimum trainings and other initiatives (Trainings include Yellow Belt, GB, BB, Basic Tools etc.) Reporting of Quality initiatives to Sr. management Support in last mile deployment of all Quality initiatives at functional level

MEASURES OF SUCCESS Six Sigma project closures Business Impact achieved BPM task completion Driving QDNA at functional level Monthly governance and dash boarding

KEY RELATIONSHIPS (Internal /External)

Internal:

Business heads, Quality head,

Cross functional teams, Quality team, Sellers External:

As applicable (End Customers, business partners)

KEY COMPETENCIES/SKILLS

Lean Six Sigma Design Thinking Innovation Tools Stakeholder Management Project management Change Management Analytical Thinking Statistical Skills Mini Tab Strong Communication/Presentation Skills Facilitation and interpersonal skills

DESIRED QUALIFICATION AND EXPERIENCE Certified Black Belt experience is a must with knowledge of minitab tool. Experience in design thinking, innovation other than DMAIC will be preferred. Graduate with 8+ years’ experience in driving lean sig-sigma improvement and transformational projects in BSFI,

preferable with experience in the Insurance sector and in distribution functions. Process improvement experience via Kaizens and other LEAN tools.