The Deputy General Manager – Process Excellence is responsible for identifying automation opportunities and driving process improvement initiatives across voice and non-voice operations. This role plays a critical part in delivering operational efficiencies through automation, analytics, and process optimization.
The position requires strong expertise in
Lean Six Sigma methodologies, business process analysis, and automation frameworks.
Key Responsibilities
- Identify automation opportunities across voice and non-voice processes
- Conduct automation assessments and feasibility studies for process improvement
- Develop business cases, project charters, and automation proposals
- Prepare Business Requirement Documents (BRDs), use cases, and automation documentation
- Partner with operations and business stakeholders to identify process improvement opportunities
- Drive automation implementation initiatives from assessment to execution
- Apply statistical models and forecasting techniques to analyze volumes, capacity, and customer behavior
- Leverage data aggregation and mining techniques to produce actionable insights
- Develop dashboards, reports, and performance analytics to support operational decisions
- Build and maintain strategic relationships with internal and external stakeholders
Qualifications
- Minimum 13 years of professional experience
- Strong experience in automation, process excellence, or operational transformation roles
- Lean Six Sigma Master Black Belt Certification required
- Experience in insurance campaigns or insurance-related operations
- Proven ability to lead automation assessments and implementation initiatives
Required Skills
- Automation opportunity identification
- Business process analysis
- Statistical modeling and forecasting
- Data mining and analytics
- Stakeholder engagement and strategic partnership
Preferred Tools
- RPA tools (UiPath, Automation Anywhere, Blue Prism or similar)
- Data visualization tools (Power BI, Tableau)
- Advanced Excel and analytics tools
- Process documentation and workflow tools
