Description:
1. Global Quality Leadership:
- Lead transactional quality operations across India, Philippines & South Africa.
- Manage 4-5 direct reports + senior quality leaders across all sites.
- Ensure global alignment with client requirements & QE framework.
2. Client & Stakeholder Management:
- Interface with US & UK insurance clients at VP/CXO level.
- Handle RFP's, escalations, business reviews, and value delivery.
- Build trust, drive transparency, and partner for quality improvements.
3. Transformation, AI & GenAI:
- Drive process improvement, automation, digitization, and AI/GenAI-led transformation.
- Build diagnostic toolkits, best practices, and P&C-specific solutions.
- Lead at least one large transformation project every year.
4. Quality Model & Compliance:
- Build a cost-effective QA/QC model for multi-shore P&C operations.
- Ensure compliance with COPC, ISO, internal audits, and client audits.
- Oversee independent quality governance and precision/accuracy metrics.
5. People Leadership:
- Build a strong QE team across geographies.
- Drive Black Belt / Master Black Belt capability.
- Maintain team attrition below 15%.
- Run engagement, coaching, and capability programs.
Required Expertise:
Domain & Technical:
- Deep expertise in P&C insurance (claims, underwriting, FNOL, policy servicing).
- Strong in transaction monitoring, QC/QA frameworks, and COPC/ISO.
- Excellent with Minitab, Visio, analytics, and quality data modeling.
Quality & Transformation:
- Mandatory Six Sigma, Black Belt (Master Black Belt preferred).
- Strong exposure to Lean, process re-engineering, automation, AI/GenAI.
Leadership & Communication:
- Experience managing multi-country operations.
- Strong stakeholder communication; consulting-style problem solver.
- Ability to influence leadership decisions with data & insights.
Role Logistics:
- Shift Timing: 2-3 PM IST start (to align with US/UK clients).
- Travel: Must be willing to travel across India, PH, and SA.
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