VP - Process Automation & Quality Assurance - Global P&C Insurance BPO/KPO

Role

Quality Assurance is a key requirement of Insurance Operations. Maintaining quality of all service deliverables is important for the services being rendered for the client. This role would require the individual to be responsible for the delivery of Quality & Process Automation function (transactional quality, process excellence & automation). The incumbent should have experience in implementing transactional quality framework and driving process improvements initiatives along with experience in implementing technological solutions / improvements across global P&C insurance organizations

Job Responsibilities

- Establish, track and report on process/ productivity metrics / efficiencies to deliver and exceed on SLA / business expectations

- Partner with Operations to jointly identify, prioritize and weed out operational issues / process defects leading to improvement / enhancement in quality / productivity

- Responsible for outlining the strategy and executables for QA function

- Partner with relevant teams to identify process gaps and work to eliminate these gaps through use of quality and process improvement tools (new business set up and steady state processes)

- Assist and support other productivity enhancement measures that may be undertaken by other departments through appropriate deployment of trained six sigma / quality resources to guide and steer such initiatives

- Build a strong quality function with a strong team capable of delivering on quality requirements

- Responsibility to lead technology based business strategies to improve processes and products

- Lead setup of offshore delivery practice for Insurance industry platforms

Role Requirement

- Strong industry exposure to Insurance Property & Casualty

- Should have experience of setting up / managing Quality / Process Enhancement function

- Strong analytical, quality and execution orientation

- Must have exposure to the various sampling methodologies for transactional quality audits

- You will be deploying solutions to help business eradicate transactional errors

- Strategic and technical expertise in Robotics process automation

- You will be required to conduct periodic time and motion and FTE validation exercises for all the operations processes

- Must be capable of articulating quality agenda, evolving quality mindset in team and rallying team along to drive the quality mindset culture across the organization

- Understanding Business requirements & liaison with the client team for delivery of Quality solutions

- You will define, design and implement process improvements by identifying opportunities to provide benefits to the client organization

- Provide automation solutions which can be implemented globally with minimal variations

- To identify the people, process, and technology capabilities required to deliver desired solution, and then plan for the implementation of those experiences

- Develop a scalable framework for addressing the workflow aspects associated with hands offs across different teams

- Own process simplification to eliminate queuing or idle time by removing human interventions and build capability for checking, queuing, reconciliation etc. - Owns the concept, the requirements, solution, design to delivery

Qualifications

- 12+ years of Insurance P&C experience

- 5+ years of managing quality / process improvement function

- Hands on experience in implementation of transactional quality function

- Quick learner with ability to adapt to changing environment.

- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of executives, subject matter experts and vendor resources.

- Six sigma Black belt certified with completed projects (desirable)

- Strong customer service orientation

- Ability to work in a team environment

- Should have been a part of process improvement initiatives (preferably lead)