Quality Excellence Manager

The Quality & Process Excellence function at EXL is to drive quality compliance for client business processes and creating value for clients through lean six sigma based process improvements.
The team manages the entire QA management for client processes from establishing QA methodology for new processes to ensuring compliance to meet and exceed customer standards through continuous improvement.
The team is responsible for driving process improvement and re-engineering across the insurance lifecycle from performing a diagnostic, developing improvement strategy, business case assessment to executing process transformation through stakeholder management and rigorous project management. This team works closely with Insurance Innovation leads to drive the innovation agenda.

• Drive process management rigor to ensure superior service delivery by meeting / exceeding customer SLAs. This requires extensive interaction with clients to understand and capture all requirements to assist in set up of SLAs and benchmark processes, baseline performance and target setting
• Support in development of process improvement and innovation strategy for client business
• Planning and execution of projects; managing process improvement program for client engagement(s)
• Act as business interface for client transformation teams, EXL transformation, technology and operations teams
• Build relationships with key business leaders and other stakeholders to drive improvements
• Facilitate sharing of best practices from within and outside the organization, implement and drive performance benchmarking
• Drive Lean Six Sigma culture, extensive usage on quality tools and concepts and mentor GB / BB
• Support business development; support in RFP, RFI responses from quality perspective
• Active participation in client visits, showcasing transformation case-studies
• Responsible for ensuring smooth set up and functioning of QA to meet business, internal and certification requirements; gather client requirements, build QA plan, support migration team for implementation for new client processes and ensure consistent delivery on QA program

• Minimum 6 years of total work experience with at least 2 years of relevant in BPO / ITES industry
• Must have led process improvement / transformation program with significant savings (with at least 3-4 projects led individually)
• Must have mentored at least 5 – 7 GB
• Must be a Lean Six Sigma Green Belt – trained / certified.
• Minimum 1 year in current role / assignment
• Life and Annuities Insurance domain knowledge preferred
• Excellent education pedigree
• Exposure to multiple client environments
• Experience of packaging and showcasing capabilities and solutions, especially to senior business leaders
• Evidence of problem-solving analytical mindset and comfort with business ambiguity
• Excellent oral communication and presentation skills
• Superior written communication skills