Aditya Birla Capital - Senior Chief Manager - Business Excellence

- Performing detailed study / assessment of business operations (end to end - customer, vendor, people, process, technology) and determining areas for change and improvement

- Developing a roadmap to deliver improvement as per the business plan

- Developing solutions to implement change and improvement in business operations

- Developing reporting to track the impact (savings) of the change and transformation

- Working closely with business operations leaders to embed Business Excellence (frameworks, tools, practices etc.) across the business to help improve service delivery, reduce cost, improve NPS and enhance capability

- Designing and re-engineering business processes

- Driving process controls around errors and outliers to improve quality

- Develop Product/Work/Customer segmentation and target operating model to help improve service delivery (TAT, Quality, Risk, NPS) to the customers and minimize under/over servicing

- Map the service delivery operations (end to end) and identify opportunities to improve flow (remove bottlenecks) in service delivery and eliminate internal operational waste

- Minimize process complexity and variation, standardize process steps

- Assess existing business processes to determine automation potential, recommend specific changes to the business activities to help increase "automation readiness"

- Determine operational capacity requirement. Recommend solutions to improve utilization and productivity that will help deliver efficiency

- Ensure that ABHI Business Excellence methodology, tools and thinking are embedded into the operations and applied accurately and consistently

- Constructively challenge the organization to constantly improve capability and performance

- Conduct process reviews to control processing errors, transaction outliers

- Identify implementation risk to adoption and develop risk mitigation strategies to optimize the success of OpEx deployments

- Publish process review reports to stakeholders

- Track implementation of process controls