Head - Business Excellence - Healthcare BPO

Job Title Manager Business Excellence

About the Department Vertical Business Excellence is the team accountable for Delivery Quality Assurance, Continual Process Improvement & Process Capability enhancement. The team's primary focus is to deliver outstanding service to the clients by deploying robust Quality Assurance processes. Proactively understands the customer expectations & collaborates with internal & external stakeholders to deliver excellent outcomes. Drives Continual improvement as a culture through various learning interventions & projects in collaboration with Corporate Business Excellence function. Utilizes the CMM assessment framework to identify areas that need focus & work with stakeholders to bridge the gap & improve the capability levels

Job Role Role Spectrum:

- Deputy General Manager / General Manager Business Excellence

Main functions of job:

- Lead Quality Assurance Centre of Excellence, Continual improvement & Capability building for a portfolio of practices

- Develop and execute BE strategy for the portfolio aligned to business needs

- Accountable for business impact for the portfolio

- Work with Sr. Leadership on the priority projects and performance fixes

- Provide thought leadership on new operating models - Leverage digital capabilities to build a lean & effective quality organisation. Lead complex (life cycle/ Spotlight account interventions)

- Lead Continuous Improvement/Reengineering projects, cross geo projects

- Provide solutions (people/process/tech.) and facilitate implementation for relatively complex projects

- Create proposals for business problems and challenges

- Lead the engagement from Business Excellence for any RFQ/RFPs & new business opportunities, for the practices aligned

Reporting to Associate Vice President or Vice President Business Excellence

Responsibilities:

- Play a key strategic role in designing & deploying best in class framework for Business Excellence

- Lead deployment of futuristic solutions to optimise Cost of Quality & minimise risk

- Leverage CMM to enhance end to end capabilities of practices in scope

- Synchronise best practices across the portfolio

- Technical Skills (exposure to)

Overall 11-15 years relevant experience, with Min. 6 years' experience with US Healthcare domain preferred; Insurance domain can be considered

Min.8 years' experience in leading mid to large size Process / Business Excellence portfolio

Six Sigma BB / equivalent certified; Lean / Design Thinking / MBB certified would be an added advantage

Demonstrated experience of leading projects & delivering significant benefits

- Experience in deploying large scale digital solutions such as Analytics, Automations

- Build & maintain effective partnerships with key cross functional leaders, teams & solution partners

- Information security assurance, customer data privacy & risk management related to the practise

Qualifications:

Deputy General Manager / General Manager Business Excellence

Bachelor or Master's degree in a technology, business or hybrid discipline

US Healthcare / Insurance industry exposure

Excellent analytical, written and oral communication skill.

Experience in project Management & reporting (including risks, issues, action items).

- Experience in working with international clients, senior management and staff

- Experience in RPA (particularly Automation Anywhere, UIPath and MS PowerApps) and data extraction tools

Must Require Skills

Deputy General Manager / General Manager Business Excellence

- Bachelor or Master's degree in a technology, business or hybrid discipline

- Exposure to (US) Healthcare / Insurance

- Proven Business Excellence Strategy development & deployment experience

- Six Sigma BB/Equivalent certified, with excellent Analytics and Problem solving skills; MBB would be an advantage

- Demonstrated capability to leverage technology in designing solutions

- Excellent Facilitation skill, presentation & communication (both written & verbal)

- Multi Geo stakeholders Management