Major Accountabilities
Transformation & Change Execution
- Lead and support process reviews, redesign initiatives, and optimization programs aligned to business objectives.
- Conduct value stream mapping, workflow decomposition, and efficiency diagnostics to enable simplification and automation.
- Support transformation delivery through process documentation, user validation, impact analysis, and adoption readiness.
- Define KPIs and metrics to track performance improvements and assess post-implementation benefit realization.
- Participate in backlog refinement and prioritization based on value, risk, effort, and operational impact.
Operations Support, Quality Assurance & BAU Management
- Provide end-to-end process support for insurance operations including Claims, Underwriting, Policy Issuance/Servicing, Billing & Collections, Customer Care, Fund Operations, and related workstreams.
- Monitor run-state process performance — SLA/TAT adherence, queue volumes, error/leakage rates, operational risks, and compliance deviations.
- Conduct Quality Assurance / Quality Improvement activities by analyzing defects, audit findings, mis-routing, rework drivers, and client pain points, then developing corrective/preventive actions.
- Perform root cause analysis on operational issues and recommend solutions ranging from quick fixes to structured improvement interventions.
- Manage incremental enhancements and procedural clarifications to maintain efficiency and reduce operational variance.
- Act as a process SME to front-line operations teams — supporting queries, confirming business rules, and promoting consistent process execution.
- Maintain current and accurate process maps, SOPs, controls, and documentation in alignment with governance and audit requirements.
- Convert recurring issues and performance insights into continuous improvement opportunities and feed into transformation or automation backlogs where scale applies.
Specialized Knowledge
- Experience in insurance operations (e.g., New Business/Underwriting, Claims, Billing & Collections, Client Servicing, Policy Administration).
- Knowledge of QA/QI methodologies, error trend analysis, control effectiveness review, and leakage prevention practices.
- Strong process analysis capability with proficiency in BPM tools (Visio, Miro, BPMN modelling, process mapping standards).
- Ability to diagnose problems using structured RCA, Pareto analysis, and process performance analytics.
- Solid understanding of compliance, risk frameworks, audit requirements, and operational controls.
- Proactive in identifying inefficiencies, recommending optimizations, and influencing adoption of standardized best practices.
- Skilled in cross-team facilitation, stakeholder alignment, and impact communication.
- Knowledge in Agile Practices
Education and Experience
- 5+ years of experience in process improvement, operational support, or business process analysis, preferably with certification/s in Lean Six Sigma
- Experience within insurance or financial services operations is strongly preferred.
- Demonstrated ability to balance BAU support with change delivery — resolving issues while driving improvements.
- Familiar with Lean, Six Sigma, Agile, Design Thinking, or other structured improvement methods (certification is a plus).
- Excellent communication, analytical reasoning, documentation writing, and workshop facilitation skills.
