Chief Manager – Quality & Service

JOB SUMMARYResponsible for managing Quality for distribution channels, for driving Business Excellence based projects and initiatives for home office and field teams. Key deliverable areas will be Project Delivery using Lean Six-Sigma, Design Thinking, Project Management, Process Excellence, Business Process Management, Training and building QDNA.KEY RESPONSIBILITIESProject Management and Delivery - Six Sigma Execute high impact strategic, transformational projects using suitable six-sigma methodology for Distribution Functions. 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 projectsProject 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)Process identification, documentation and managing version controlsRegular process gap analysis with business teams with solution identification and monitoring to ensure deploymentWork with business training teams to design process level training and certification program and drive adoption in partnership with businessDesigning process flow diagrams on ARISQuality Culture and Capability BuildingBuilding 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. managementSupport in last mile deployment of all Quality initiatives at functional level MEASURES OF SUCCESSSix Sigma project closuresBusiness Impact achieved BPM task completionDriving QDNA at functional levelMonthly governance and dash boardingKEY RELATIONSHIPS (Internal /External)Internal: Business heads, Quality head, Cross functional teams, Quality team, SellersExternal: As applicable (End Customers, business partners)KEY COMPETENCIES/SKILLSLean Six SigmaDesign ThinkingInnovation ToolsStakeholder ManagementProject managementChange ManagementAnalytical ThinkingStatistical SkillsMini Tab Strong Communication/Presentation SkillsFacilitation and interpersonal skillsDESIRED QUALIFICATION AND EXPERIENCECertified Black Belt experience is a must with knowledge of minitab tool.Experience in design thinking, innovation other than DMAIC will be preferred.Graduate with 8+ years’ experience in driving lean sig-sigma improvement and transformational projects in BSFI, preferable with experience in the Insurance sector and in distribution functions.Process improvement experience via Kaizens and other LEAN tools.