Senior Manager/Manager - BPR/Service Quality

BPR

BPR Planning and review

- Scan the organizational processes, identify gaps at a granular level and generate ideas for themes aligned with the organizational vision and objectives to be put up to management for the Annual Operating Plan and Long Range Plans

- Facilitate sessions with business stakeholders to understand business processes, business requirements, business rules, data and systems to formulate business solutions

- Identify and analyze business problems and defines the scope of activities required to address the issues, including requirement definition, process review, impact assessment and operational streamlining where appropriate.

- Contribute to the creation of Business Process Reengineering (BPR) strategy along with Head BPR

Project Management

- Prepare a project plan, identify and align key project stakeholders, undertake resource identification and allocation across functions for the projects

- Analyze the data from the current process where available else set a measurement system to gather data form the process; Review the data gathering process undertaken by the team

- Analyze the as-is process; Evaluate and understand the system implications and requirements; benchmark process with the industry and conduct extensive analysis

- Generate ideas, propose alternatives for solution along with other functional/ business stakeholders to drive process efficiency and effectiveness; Put up to the stakeholders to seek approval

- Determine approach for implementation of the solution and seek involvement from relevant stakeholders such as IT, function teams, etc. for the process change

- Monitor the change post implementation to ensure change is stabilized and benefits are accrued

- Review the benefits agreed on and delivered post implementation and provide BPR sign off and put up the functional team for sign off

Issue resolution and Team management

- Participate in selection process to identify the right talent for the team and prepare succession plans

- Motivate, engage and retain key talent in the team

- Establish individual performance expectations and evaluation metrics, and regularly review individual performance

- Identify and create development opportunities for team members to enhance functional knowledge

Service Quality

- Process Definition - SOPs creation/Addition/Deletion Version controlled, signed off and approved by Functional HODs, Legal & Compliance Team and Risk management team.

- Process Awareness with digital process library maintenance and revision management.

- Quality framework enhancement and deployment

- Manage Operational Risk Management (ORM) and IFC audits for operations

- Process Audit internal and external processes

- Process enhancement and change management

- ISO 9001:2015 audit and re-certification management

4. MAJOR CHALLENGES

- Ensuring participation/buy-in of business stakeholders and users

- Educating and Training participants on new approaches of quality audit and role positioning

5. DECISIONS

The role requires the following decision making abilities:

- Recommend alternatives / solutions for new processes or fixing a process (jointly with other stakeholders)

- Decision on escalation of issues faced on projects

- Finalizations of audit points and fixing approach

6. INTERACTIONS

Internal Clients

Roles you need to interact with inside the organization to enable success in your day to day work

- All business functions: To discuss as - is process, solutioning and implementing process change

- IT: To discuss automation / building of systems for the proposed solutions

External Clients

Roles you need to interact with outside the organization to enable success in your day to day work

- Industry peers/ startups / consultants: To understand market / industry practices and other developments

- Vendors: Outsourcing partners, solution development and deployment

- Auditors - IFC, ISO etc.

7. Expected Team size

- Total Team Size: 5-7

- Number of Direct Reports: 5 - 7

8. SKILLS AND KNOWLEDGE

Educational Qualifications

- Qualifications

- Masters- in Business Administration/ Post-graduation (Preferred)

- Six Sigma Black Belt (Preferred)

- ISO certified ISO 9001:2015 audit trained / certified (Preferred)

- Basic Requirements and Skills

- Minimum 8-10 years of experience

- Strong understanding of Life Insurance Product concepts and processes

- Customer Service Exposure with detailed understanding of Life Insurance concepts and Procedures

- Experience in senior Stakeholder Management

- High quality Written and Verbal Communication skills

- Quick Decision Making ability

- Expertise in MS Office, Usage of Quality automation tools

- Result Orientation and flexibility to changing work environment