Job Summary:

We are looking for a seasoned Process Excellence leader to own the Process Excellence & Governance pillar within the organization, reporting to SVP. This is a senior leadership role responsible for setting the standards, tools and governance model that every domain pod and PEX consultant across the enterprise operates against.

You will build and lead the Process Excellence & Governance team, own process mapping and operational resilience standards, chair SOP & controls governance, and drive the enterprise Lean / Continuous Improvement agenda. You will sit alongside the leads for AI Ecosystem, Client Enablement / Practice, and Operational Intelligence aligning their work to a single, coherent process excellence framework and you will provide oversight on 30/60/90 day plans for every initiative that moves through the operating model.

This role is best suited to a leader who is equally comfortable setting enterprise governance and metrics, mentoring a bench of PEX consultants, and representing process excellence outcomes to the executive team.

Key Responsibilities:

1. Process Excellence Strategy & Governance:

- Own the enterprise Process Excellence & Governance charter, standards and operating rhythm on behalf of the leadership team.

- Set and govern process mapping standards, taxonomies and documentation practices used consistently across all domain pods.

- Chair SOP & Controls governance - approving, versioning and retiring SOPs, and ensuring controls are current, tested and audit-ready.

- Own the enterprise Metrics & Governance framework: define the KPIs, SLAs and reporting cadence used to track process health and improvement impact.

- Provide oversight and sign-off on 30/60/90 day plans for new initiatives, pods and transformation programs.

2. Operational Resilience:

- Lead operational resilience assessments across functions, identifying single points of failure, control gaps and continuity risks.

- Define resilience standards and recovery playbooks, and track remediation of identified gaps to closure.

- Partner with domain pods to embed resilience thinking into day-to-day process design, not just periodic audits.

3. Lean / Continuous Improvement Leadership:

- Deploy Lean and Six Sigma methodologies enterprise-wide, driving a self-sustaining continuous improvement culture.

- Facilitate value stream mapping, root cause analysis and waste elimination for priority processes, and coach domain teams to run these independently.

- Conduct or oversee operational audits to assess process compliance and performance, recommend corrective actions and track implementation to closure.

4. Team Leadership & Capability Building:

- Build, lead and develop the Process Excellence & Governance team, and manage the broader bench of PEX consultants deployed into domain pods.

- Own the central tool and template library ensuring process improvement tools are maintained, standardized and accessible enterprise-wide, and that reuse and knowledge-sharing are actively promoted.

- Provide support in process mapping and operational backup to domain pods, and ensure pods have consistent access to PEX expertise.

5. Automation & AI Opportunity Governance:

- Partner with the AI Ecosystem and Operational Intelligence teams to identify, evaluate and prioritise automation and AI opportunities against impact, feasibility and ROI.

- Ensure automation and AI use cases surfaced by domain pods are routed through a consistent intake, validation and business-case process.

- Track benefits realisation for approved automation/AI initiatives and course-correct where value is not being delivered.

6. Agentic / AI-Led Process Design:

- Champion agentic and AI-led approaches to process redesign moving beyond traditional automation to processes where AI agents plan, decide and execute steps with human oversight.

- Partner with the AI Ecosystem team to identify processes suited to agentic redesign, and define the target operating model, guardrails and human-in-the-loop checkpoints for each.

- Set standards for evaluating agentic solutions accuracy, exception handling, escalation paths and audit trails before they are scaled into production.

- Build organisational fluency in agentic AI concepts among PEX consultants and domain pods, so agentic opportunities are identified as routinely as manual process gaps.

- Track and report on the shift of enterprise processes from manual / rules-based automation to agentic execution, and the associated efficiency and quality gains.

7. Cross-Functional Alignment & Executive Reporting:

- Act as the connective layer between Process Excellence & Governance, AI Ecosystem, Client Enablement / Practice, and Operational Intelligence ensuring a single, coherent process excellence narrative across the organization.

- Represent process excellence performance, risks and opportunities to leadership and executive stakeholders, with clear visibility of decisions required from leadership.

- Build strong interpersonal relationships across cross-functional teams; influence, train and communicate effectively across all levels of the organization.

Key Skills:

Leadership & Governance:

- Proven experience leading a Process Excellence, Transformation or Operational Excellence function at a senior/enterprise level.

- Strong governance discipline - comfortable owning frameworks, metrics and standards that other teams are held to.

Process Excellence & Methodologies:

- Lean, Six Sigma (Black Belt / Master Black Belt preferred), and structured continuous improvement toolkits.

- Deep experience in process mapping, root cause analysis, operational resilience and performance measurement.

Automation & Digital Fluency:

- Familiarity with automation platforms (e.g., Power Automate, UiPath, Automation Anywhere) and low-code/no-code enablement models.

- Working understanding of AI/ML concepts and how they apply to process improvement and decision support.

- Exposure to agentic AI concepts and platforms, and a point of view on where agentic execution fits alongside traditional automation.

Analytical & Problem-Solving:

- Strong skills in data analysis, process diagnostics and decision-making; ability to quantify impact and drive data-backed recommendations.

Stakeholder & Change Management:

- Experience in project planning, execution and stakeholder management; knowledge of Agile and traditional project management methodologies.

- Executive-level communication and consulting skills able to influence C-suite, cross-functional leaders and clients.

- Strong client-facing presence, with experience owning client relationships and representing outcomes directly to client leadership.

- Proven ability to prioritise and manage multiple concurrent initiatives, stakeholders and deadlines without losing sight of enterprise priorities.

Tool & Knowledge Management:

- Experience maintaining repositories, templates and best-practice libraries, and curating toolkits for enterprise-wide use.

Experience & Qualifications:

- 20+ years of experience in Process Excellence, Transformation or Consulting roles, with at least 5 years in a leadership capacity.

- Consulting background strongly preferred, with demonstrated client-facing experience leading engagements, presenting recommendations and managing client relationships directly.

- Track record of building and leading Process Excellence or Governance functions at an enterprise level.

- Experience designing and governing metrics, SOP/controls frameworks and operational resilience standards.

- Demonstrated success building and scaling automation-enablement programmes.

- Lean / Six Sigma Black Belt or Master Black Belt, or equivalent structured problem-solving certification.

- Insurance, BPO or professional services domain experience strongly preferred.

- Proven ability to manage multiple competing priorities and initiatives simultaneously, in a fast-paced, matrixed environment.

- Comfortable presenting to and influencing senior executive, leadership and client stakeholders.

What Success Looks Like:

- A single, well-governed process excellence framework standards, tools and metrics adopted consistently across all domain pods.

- Every initiative has a clear 30/60/90 day plan with defined milestones, risks and ownership before it scales.

- A growing, self-sufficient bench of PEX consultants embedded across domain pods.

- Clear executive visibility of process excellence performance, risks, opportunities and decisions required from leadership.