CVP – Transformation, Service Excellence - Gurugram, India - Max Life Insurance Company Limited

Description

Key Responsibilities

• Drive big ticket cross functional projects ensuring project rigor and traction to deliver significant business impact thereby improving Cost, Revenue, Customer experience and Compliance related measures
• To engage and drive the broader employee base across the organization through mentoring and coaching of projects in respective functional teams engaging employees across the board in driving improvements through Quality Projects
• Manage stakeholder expectations and alignment of initiatives with focus areas per requirements of stakeholders
• Support and drive skill building on contemporary project management techniques in the organization through training
• Undertake opportunities to root cause and reduce defects, process efficiencies and improving effectiveness of processes by using quality tools
• Help build a culture of Quality as a way of life by showcasing capabilities in wider industry fora and internally with senior leadership through ongoing communication and participation in relevant industry awards
• Analyze and provide insights to drive specific actions based on customer feedback as received through various listening posts

Details on role delivery:

Leverage established quality frameworks to drive innovation and excellence with focus under the following heads :

Continuous Improvement – Lean Six Sigma & Maximizing Quality

• Identification of key improvement priorities across all functional leadership group verticals
• Initiating improvement projects in prioritized areas of improvements
• Mentoring and facilitating projects progress through technical support and governance rigor

Quality Culture

• Planning concept education and training plans for imparting quality related training programs – Maximizing, LSS, MPEF, BPMS etc.
• Coordinating for execution of training plans in coordination with IDP identified
• Organize events and communication to create awareness on quality tools, concepts and best practices

Process Orientation

• Ensuring formal process documentation exists for verticals leveraging BPM
• Supporting compliance team to drive specific initiatives on enhancing operational robustness of processes

Measures of Success

• Improvement in MoS for the Project goal as per scope & timelines
• Customer & distributor satisfaction/loyalty scores
• Business Impact through increased revenue /cost save/ cost avoidance improvement projects
• PMI Score
• Q-DNA/ # of Best Practices

Key Relationships (Internal /External)

Internal: EMC /SLT Leaders/ Functional leader and colleagues and team members from across functions

External: Business Partners/Distributors/ Other Max Group companies/Vendors/Survey agencies as the case may be

Key competencies/skills required

Technical Skills

• Minitab or similar software
• Statistical & analytical skills
• Microsoft Word, Excel & PowerPoint skills

Soft Skills

• People/team management skills
• Persuasion & negotiation skills
• Prioritization skills
• Excellent communication skills (Oral & Written)