Responsibilities: Build operational understanding of the processes delivered from Manila and collaborate with local business unit leaders and process owners to help identify and implement process improvement opportunities. Support in articulating the business case of the opportunity to aid prioritization and value realization. Actively align with Process Excellence team in PGS India to ensure consistency in approach and delivery across PGS locations. Enable the local business teams to build understanding of continuous improvement methods and techniques to be able to deliver change on their own. Conduct training sessions, workshops, etc. to build such awareness. Support local business unit leaders to create a culture focused on process improvement, challenging status-quo, thinking out of the box and metric driven approach. Perform periodic root cause analysis for operational SLAs not met and work with the respective process owners to outline specific steps to be performed to meet / exceed such service levels. Periodically report on defined SLAs and track progress for those not met to closure. Assist in work transitions to / from Manila location, by aligning with the established transition methodology. Identify areas of improvement within PGS Process Excellence team and wider PGS Transformation to enhance the value proposition. Understand and partner with PGS Automation CoE to deliver sustainable incremental benefit to the business. Needs to have conceptual understanding of process automation tools in areas like robotics, workflows, data analytics, data visualization, etc. Drive efficiency, effectiveness, and productivity. Build strong mechanisms to track value derived from these initiatives for business and stakeholders, both qualitative and quantitative. Ability to build governance practices and principles to support business service delivery, manage escalations, and incident management. Develop deep understanding of PGS service value proposition to help enterprise partners leverage service based on the need. Display commercial mindset and leadership maturity around harnessing support through influence and building relationships. Stay updated on industry trends, market conditions, and competitors to better serve clients. Understand and represent Principal code of conduct, core values, leadership expectations and stay guided by them while making decisions, leading teams, partnering, and coaching to build strong succession. Skilled in managing global stakeholders in varying maturities across geographies and navigate the global matrix organization through listening, collaboration, and influence. Drive culture of high performance and inclusiveness, process improvement and transformation to drive value and optimization. Significant people management and partnership capability, be able to lead and manage an aspiring team of highly skilled and tenured staff. Build and foster an environment of transparency. Encourage experimentation, continuous learning among staff. Build talent and succession plans for key roles. Proactively advocates with the staff the value and power of our automation engineering qualities. Qualifications: Preferred educational background: Bachelor's/master's degree. Advanced studies/certifications in process improvement and excellence. Strong hands-on experience as a process excellence practitioner/leader and a subject matter expert. Deep knowledge of Six Sigma, Lean, Kaizen, DMAIC/DMADV.
Total years of industry experience: Minimum of 10 years+ professional experience as a Black Belt and/or Lean practitioner or in a similar role, preferably with BFSI international GCCs or service providers. Prior experience of Insurance or claims will be highly preferable. We seek a seasoned process excellence leader who has led similar capabilities in global environments.
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