Manager - Process Excellence

A Position Overview

Position Title

Manager

Department

Process Excellence (Operations)

Level/ Band

Manager



Role Summary

The employee will be part of the Operations Process Excellence team with an objective to drive a culture of continuous improvement across the organization leveraging practices from Lean, Six Sigma, Project Management. The role requires the applicant to work on identifying improvement opportunities across various departments and processes within operations to generate value by focusing on key business metrics like TAT, Revenue, Cost, NPS, Productivity, Tech. enhancements, digital solutions etc. while working along with various business, functional, channel and support functions.

B Organizational Relationships

Reports To

Sr. Manager- Process Excellence

Supervises

None

C Job Dimensions

Internal Stakeholders

All Function and Department Heads of Operations

All Business Functions & Training Teams

Marketing, HR, IT, BIU team, Finance

External

Tata Sons & AIA

D Key Result Areas (Roles & Responsibilities)

1. Business Process Re-engineering

Customer Journey Mapping to transform a manual process through Automation and reengineering.

Program Manage Key cross functional delivery of transformation projects.

Working with Leadership, Business Champions and/or functional managers, to select and prioritize projects aligned with business goals

Provide project leadership includes identifying opportunities, defining and financially justifying projects. Establish a CBA

Strong orientation of Data and Analytics.

Drive process standardization for the organization with an objective of optimizing business performance and reducing wastage. Hands-on experience on designing a VSM & FMEAs

Conduct trainings around Lean, Six Sigma and various analytical tools and encourage implementation on learnings across teams

Orientation towards building a strong customer centric processes and service quality.

Govern the new process rollouts and its approval across Operations and Systems

Maintain the repository of latest business processes

Review and mentor the various improvement projects ensuring end to end closure with robust governance

Establish and monitor the benefit realization of various initiative

Conduct periodic process walkthroughs to identify the improvements opportunities (Process review, complaint review, exception/deviations etc.)

Conduct periodic process benchmarking to ensure competitiveness

Encourage the Operations Functions for establishing a sustained culture of process excellence by means of: (1) encouraging the PPM as visual management (2) strategy events to identify best practice (3) establish rewards and recognition mechanism

2. Program Management



Develop comprehensive business score card for each of the functions

Ensure correct deployment of LSS and Project management practices during project execution

Ensure seamless governance review across operations and systems

Develop and deploy a robust program to generate deeper understanding the business/process among middle management team

Bring ideas on the table for effective cost management and support on driving initiatives to save cost

Drive performance improvement through scorecard

Report and track progress on various business parameters

Track and report on various actions items arising from management meetings



E Competencies

Process Management

Maps full business processes and designs operational process flow. Implements process improvements and recommendations within the context of overall business processes. Identifies resource implications. Facilitates group input and drafts proposals for process improvements

Analytical Thinking

Able to seek inputs from internal/ external customers effectively. Presents in-depth analysis by seeking benchmarking data, industry insights and networking with other colleagues. Anticipates potential obstacles and develops contingency plans to overcome them. Able to identify relevant alternatives and evaluate the potential consequences of each before taking action

Change Management

Questions traditional methods to initiate new perspectives. Evaluates ideas for practicality and feasibility and thinks through an innovative conclusion. Demonstrates good understanding of how changes might impact one's own area of work. Is able to bring fresh perspectives, new insights in own area of work. Embraces change initiatives positively. Maintains motivation and effective performance of self and team in the face of constant change and significant obstacles.

Technology Digital Analytics

Demonstrates a good understanding of the technological advancements and works with peers or colleagues to test the viability of a new technology tool before applying it in one's area of work by ensuring the outcome is error-free. Ability to alter conventional processes and highlight challenges that can be enabled with technology. Stays calm in ambiguous or demanding technological changes in one's area of work. Identifies critical connections and patterns in information/data and is able to analyze verbal and numerical data for fucntional excellence. Recognises causes and consequences of data related actions that are not readily apparent

Domain Knowledge

Ability to introduce new workflows and templates for continuous workflow improvement. Ability to ensure smooth operations of the improvement plan through analyzing relevant data and statistical reports. Ability to ensure accuracy and timeliness of the data. Ability to use tools to focus on quality

Relationship Management

Continuously stays in touch with key networks and contacts, with an objective of leveraging these relationships for achieving goals. Is able to build relations, communicate and collaborate with cross functional team members across all levels without difficulty, to achieve desired results. Values team member contributions and efforts. Facilitates change management effectively

Customer & Consumer Engagement And Experience in a Hybrid World

Goes out of the way to deliver on time, the commitments made to the customers and consumers while striking a balance between their changing needs and organizational-s processes. Clearly identifies the full range of customers to be served, their stated needs and offers options and suggestions to match their current and future expectations. Works towards integrating data, technology and strategy into creating hybrid customer experience solutions. Cultivates a consumer focused attitude among colleagues and assists team members to focus on various touchpoints to achieve customer satisfaction. Strives to exceed clients expectations by offering various possible options to pick and choose from which will completely satisfy their needs and be in their best benefit. Effects changes keeping in mind the customer context to deliver greater value and satisfaction to the customers.





E Skills Required

Technical

Knowledge on statistical package like Minitab, JMP, R

Understanding on BI tools like Power BI and Tableau

Behavioral







Essential

Desired

Interpersonal skills



Communication skills





Creative thinking skills





Analytical Mindset





Teamwork Skills





Influencing skills





Relationship Building skills





Decision making skills





Supervising/Leadership skills







F Incumbent Characteristics

Essential

Desired

Qualification

Graduate / Postgraduate

Certifications

Lean Sigma Green Belt / Black Belt

Experience

Overall 10+ years of experience within BFSI with 8 - 9 years experience in the field of Process improvement and Lean Six Sigma deployment