General Manager - Insurance Quality - Black Belt/Master Black Belt Certified - BPO

Requirements :

- Should be a Certified BB / MBB Trained

- Should Have worked in the Insurance Area {GI Exp Preffered}

- Experience in Robotics and Data Analytics.

BRIEF JOB DESCRIPTION :

- Drive transformation and quality deployment in the vertical

KEY ACCOUNTABILITY :

- Drive strategic transformation roadmap for client accounts leveraging BPR, Automation, Analytics

- Drive customer communication

- Drive Six Sigma and Lean projects

- Drive QNS within the team

- Drive SLA adherence / Customer CTQ - ensuring all parameters are met and corrective and preventive actions are taken

- Drive VOC actionable across the team and maintain/improve the scores

- Drive inputs from VOC for improvements

- Contribute and present in client/customer reviews/meetings

- Adhere to compliance to Quality standards (ISO, COPC etc)

- Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRC, Operations-review, dashboards, BQCs)

- Follow appraisal and feedback mechanism

- Drive Continuous Improvement projects

- Initiate and best practice sharing across the team

- Drive people development by aligning to the Quality DNA program

- Drive culture of data based decision making

JOB RESPONSIBILITIES :

- The jobholder is responsible for running improvement initiatives across the company as well as at client sites. This includes identifying possible improvement opportunities, making improvement plans, implementing them, and ensuring handover to Operations, transfer knowledge and skills learned during the expert training sessions to other employees.