Senior Manager - Service Delivery Excellence - Insurance

Role -

- Define and execute Process Assurance & Control Framework

- Conduct periodic process assessment & audits

- Drive RCA, CAPA closure and achieve improvement in assessment scores

- Management reporting and process assurance dashboard

- Prevent lag detection of failures

- Drive improvement projects with timely delivery of expected results

Duties and responsibilities:

A] Build Process Assurance & Control Framework

- Define Assurance Framework in alignment to requirements from Customers, Regulator and Business

- Assessment calendar ensuring comprehensive scope spanning across Operations, Sales and Support Processes

- Design robust assessment grid basis Input - Output metrics, Controls, Business rules, Cross-Functional linkages etc.

- Collaborate with Risk & Audit function to build robustness in the process & ensure regular review with the functions

- Identify process improvement areas from FMEA, VA / NVA analysis on the process

- Automate assessment framework to ensure scalability, resource optimization and higher effectiveness

- Build mistake proof thinking in the processes to prevent recurrence and drive First Time Right

- Ensure solution design [Corrective & Preventive action] and deployment along with business owners in time bound manner

- Timely dashboard, status updates and progress reports to stakeholders / management

- Reinforce the objective of Process Assurance & Control through regular interaction with team & stakeholders

- Work in partnership with business stakeholders to simplify / reengineer processes, improve efficiency and customer experience

B] Process Improvement Projects

- Drive process improvement projects including need identification, review, implementation closure and sign offs

- Partner with stakeholders to identify project opportunities through boot camp, brainstorming, workshops etc.

- Monitor progress & establish reporting system through a dashboard for review by seniors/stakeholders

- Establish benefit realization, tangible outcomes with requisite sign off on agreed parameters

C] People / Performance Management

- Resource optimization to ensure high productivity through effective work allocation

- Ensure regular performance & progress review

- Regular coaching & mentoring of the team

Essential Requirements :-

Essential Knowledge / Type of Experience / Certifications :

Certified ISO Auditor / Lead Auditor / ISO Lead Implementer

Certification / Trained on COPC

- Solution Oriented Approach combined with Critical Thinking

- Experience in Process Assessments / Audits / Transaction Monitoring including management reporting, CAPA Tracking and Closure

- Certified Lean Six Sigma Black Belt. Must have worked on Projects, process improvements & assurance related initiatives

- Experience in driving process re-engineering projects

- Strong knowledge on Risk Management practices like FMEA, Mitigation / Contingency Control Plan

Industry expertise - Core BFSI operational processes

Use of Statistical tools, Data mining and analysis