Position

Assistant Vice President - Quality, Service Excellence & Innovation

Incumbent

Department

Quality

Function

Quality, Service Excellence & Innovation

Reporting to

Vice-President - - Quality, Service Excellence & Innovation

Band

4B

Location

Gurugram

Team size (D/I)

IC

JOB SUMMARY

Responsible for managing Quality, Service Excellence & Innovation for distribution channels. The candidate is expected to lead & deliver outcomes in areas of Revenue, Cost Save/Avoidance & Customer Experience through transformational quality initiatives. Key deliverable areas will be leading large scale CFT projects using methodologies like Lean Six-Sigma/Design Thinking/Innovation, Managing Process Excellence Training delivery and building the Quality DNA in the organization.

KEY RESPONSIBILITIES

Project Management and Delivery - Six Sigma

• Execute high impact strategic, transformational projects using suitable six-sigma methodology for Distribution Functions driving business growth & revenue.
• Mentor Lean Six Sigma/Design BB/GB projects for improving process efficiency, revenue, cost save/avoidance.
• Facilitating change & stakeholder management as part of transformational programs and improvement projects
• Project management through robust governance, review structure and dash boarding to Sr. leadership, Sponsor, Champion and CFTs.
• Work with project teams for representing the function/organization in various external/internal Quality Competitions.
• Conduct internal/external benchmarking and in-sighting for best practice identification and replication

Process Excellence (Business Process Management System, BPM)

• Drive end to end BPM with functional teams for improving process efficiency and process maturity index.
• Enable process gap analysis with business teams with solution identification and monitoring to ensure deployment
• Work with business training teams to design process level training and certification program and drive adoption in partnership with business

Quality Culture and Capability Building

• Building and measuring Quality - DNA through optimum trainings and other initiatives (Trainings include Yellow Belt, GB, BB, Basic Tools etc.)
• Reporting of Quality initiatives to Sr. management
• Support in last mile deployment of all Quality initiatives at functional level

MEASURES OF SUCCESS

• Six Sigma project closures
• Business Impact achieved
• BPM deployment & Process Maturity
• Improved QDNA Scores
• Governance through reviews and dashboarding

KEY RELATIONSHIPS (Internal /External)

Internal: Business heads, Quality head,Cross functional teams, Quality team, Sellers

External: As applicable (End Customers, business partners, advisors)

KEY COMPETENCIES/SKILLS

• Change Management
• Stakeholder Management
• Growth Mindset
• Team Management & Development
• Lean Six Sigma
• Design Thinking
• Innovation Tools
• Project management
• Analytical Thinking
• Statistical Skills
• Strong Communication/Presentation Skills
• Facilitation and interpersonal skills

DESIRED QUALIFICATION AND EXPERIENCE

• Certified Black Belt experience is a must with knowledge of Minitab tool.
• Knowledge of insurance sector is preferred.
• Experience in design thinking, innovation in addition to DMAIC.
• Experience of team management & development.
• Graduate with 10+ years experience in driving lean sig-sigma improvement and transformational projects in BSFI, preferable with experience in the Insurance sector and/or in distribution functions.
• Process improvement experience via Kaizens and other LEAN tools.

Position

Assistant Vice President - Quality, Service Excellence & Innovation

Incumbent

Department

Quality

Function

Quality, Service Excellence & Innovation

Reporting to

Vice-President - - Quality, Service Excellence & Innovation

Band

4B

Location

Gurugram

Team size (D/I)

IC

JOB SUMMARY

Responsible for managing Quality, Service Excellence & Innovation for distribution channels. The candidate is expected to lead & deliver outcomes in areas of Revenue, Cost Save/Avoidance & Customer Experience through transformational quality initiatives. Key deliverable areas will be leading large scale CFT projects using methodologies like Lean Six-Sigma/Design Thinking/Innovation, Managing Process Excellence Training delivery and building the Quality DNA in the organization.

KEY RESPONSIBILITIES

Project Management and Delivery - Six Sigma

• Execute high impact strategic, transformational projects using suitable six-sigma methodology for Distribution Functions driving business growth & revenue.
• Mentor Lean Six Sigma/Design BB/GB projects for improving process efficiency, revenue, cost save/avoidance.
• Facilitating change & stakeholder management as part of transformational programs and improvement projects
• Project management through robust governance, review structure and dash boarding to Sr. leadership, Sponsor, Champion and CFTs.
• Work with project teams for representing the function/organization in various external/internal Quality Competitions.
• Conduct internal/external benchmarking and in-sighting for best practice identification and replication

Process Excellence (Business Process Management System, BPM)

• Drive end to end BPM with functional teams for improving process efficiency and process maturity index.
• Enable process gap analysis with business teams with solution identification and monitoring to ensure deployment
• Work with business training teams to design process level training and certification program and drive adoption in partnership with business

Quality Culture and Capability Building

• Building and measuring Quality - DNA through optimum trainings and other initiatives (Trainings include Yellow Belt, GB, BB, Basic Tools etc.)
• Reporting of Quality initiatives to Sr. management
• Support in last mile deployment of all Quality initiatives at functional level

MEASURES OF SUCCESS

• Six Sigma project closures
• Business Impact achieved
• BPM deployment & Process Maturity
• Improved QDNA Scores
• Governance through reviews and dashboarding

KEY RELATIONSHIPS (Internal /External)

Internal: Business heads, Quality head,Cross functional teams, Quality team, Sellers

External: As applicable (End Customers, business partners, advisors)

KEY COMPETENCIES/SKILLS

• Change Management
• Stakeholder Management
• Growth Mindset
• Team Management & Development
• Lean Six Sigma
• Design Thinking
• Innovation Tools
• Project management
• Analytical Thinking
• Statistical Skills
• Strong Communication/Presentation Skills
• Facilitation and interpersonal skills

DESIRED QUALIFICATION AND EXPERIENCE

• Certified Black Belt experience is a must with knowledge of Minitab tool.
• Knowledge of insurance sector is preferred.
• Experience in design thinking, innovation in addition to DMAIC.
• Experience of team management & development.
• Graduate with 10+ years experience in driving lean sig-sigma improvement and transformational projects in BSFI, preferable with experience in the Insurance sector and/or in distribution functions.
• Process improvement experience via Kaizens and other LEAN tools.