Job Description:

Key Responsibilities:

Lead and manage process improvement projects across various functions, ensuring alignment with organizational goals.Utilize Six Sigma, Lean, and other process improvement methodologies to identify opportunities for improvement.Develop and implement strategies to enhance operational efficiency, reduce costs, and improve customer satisfaction.Collaborate with cross-functional teams to drive continuous improvement initiatives and foster a culture of excellence.Analyse data to identify trends, root causes, and areas for improvement.Develop and deliver training programs to build process improvement capabilities within the organization.Monitor and report on the progress of process improvement initiatives, ensuring timely completion and desired outcomes.Provide expert guidance and support to project teams in the application of process improvement tools and techniques.Maintain up-to-date knowledge of industry best practices and emerging trends in process improvement and the life insurance domain.

RPA, Automation, Digitization (OCR, etc.):

Identify and evaluate opportunities for automation and RPA across various business processes to enhance efficiency and accuracy.Implement RPA solutions to automate repetitive tasks, reducing manual effort and minimizing errors.Utilize OCR and other digitization technologies to convert paper-based documents into digital formats, improving data accessibility and processing speed.Develop strategies to integrate automation and digitization solutions into existing workflows, ensuring seamless transitions and minimal disruption.Monitor the performance of automated processes and make necessary adjustments to optimize outcomes.Collaborate with IT and other departments to ensure successful deployment and maintenance of automation and digitization tools.Provide training and support to employees on the use of new automation and digitization technologies.

Customer Experience and Satisfaction:

Analyze customer feedback to identify areas for process improvement.Implement strategies to enhance the customer experience and increase satisfaction.Collaborate with customer service teams to ensure process changes meet customer needs.Develop metrics to measure the impact of process improvements on customer satisfaction.Continuously monitor and refine processes to maintain high levels of customer satisfaction.

Capability Building:

Identify skill gaps and develop targeted training programs to enhance the process improvement capabilities of team members.Create and maintain a knowledge-sharing environment to ensure best practices and lessons learned are effectively communicated across the organization.Foster a culture of continuous learning by encouraging team members to pursue relevant certifications and professional development opportunities.

Team Development and Mentoring:

Provide mentorship and coaching to team members, helping them to develop their skills and advance their careers within the organization.Establish performance metrics and conduct regular evaluations to ensure team members are meeting their goals and contributing to the overall success of the organization.Facilitate team-building activities and promote a collaborative work environment to strengthen team cohesion and morale.

Skills/Knowledge/Experience/Qualifications required

Qualifications

Graduate/Post-Graduate

Skills & work experience

Certified Six Sigma Green Belt or higher; Black Belt preferred.Proven experience in leading process improvement projects and initiatives.Strong analytical and problem-solving skills.Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.Knowledge of the life insurance domain is a significant plus.Proficiency in process improvement tools and software.Strong business acumen and understanding of financial impacts of process improvements.Ability to think strategically and execute methodically.Ability to work independently and as part of a team.

Preferred Skills:

Knowledge of the Life Insurance domain will be a significant plus as it will enable the candidate to tailor improvement to Industry specific challenge and opportunities.Strong project management skills.Ability to manage multiple projects simultaneously.Familiarity with data analysis and visualization tools.

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