Process Improvement Expert

Job Summary:
Responsible for supporting process improvement initiatives including process automation solutions and quality improvements in partnership with GSSC functions and/or global stakeholders, with a focus on process re-engineering, reducing process gaps/variations, and the execution of the continuous improvement framework.

Primary Responsibilities
• Identify opportunities for improvement, measure process efficiencies, validate improvement benefits and act as a partner to the business to perform continuous improvement activities
•Responsible to establish and maintain process governance and framework, identify cross-functional processes through scoping, analyzing, and defining best practices (internal & external to the organization)
•Effectively manage continuous improvement programs for the GSSC - e.g. Kaizen/Idea Generation
•Ensure CI Approach is effectively being implemented consistently across the centre – Top Down, Bottom-up and Cross-functional
•Partner with Operations in aligning, prioritizing the initiatives and closely monitor until completion
•Responsible for the roll-out and facilitation of various CI Forums such as Kaizen, CI and OE Forums
•Conduct CI workshops like Kaizen, Lean/Six Sigma, RCA, FMEA with the business/service delivery teams in the organization
•Build and maintain effective partnership with local and onshore stakeholders
•Utilize leading practice methods & tools to conduct ‘as – is’ documentation and design ‘to-be’ processes when necessary
•Perform ongoing reviews to ensure customer needs are met

Required Education
• Bachelor's Degree or equivalent combination of education and work experience

Required Experience
• 3- 5 years relevant experience

Preferred Competencies/Skills
• Excellent verbal and written English communication skills, and comfortable dealing with all levels of management both in GSSC and onshore
•Excellent workshop facilitation and data gathering skills
•Process flow design and optimization
•Project management skills (implementation to completion)
•Excellent stakeholder management skills
•Familiarity with process automation tools
•Excellent use of desktop data applications – e.g. Power BI and Excel
•Adaptable to change and able to work in a highly dynamic environment
•Ability to manage multiple initiatives; ability to work with centre-wide and regional projects
•Strong agility and flexibility

Preferred Experience
• 3-5 years of experience in ‘as-is’ process discovery and ‘to-be’ process modelling and analysis, using structured methodology with proven results
•Has led multiple continuous improvement projects that delivered tangible benefits
•At least 1 year experience in the financial services industry, preferably in insurance
•At least 2 years relevant experience in general management, leadership and team coaching preferred
•Working experience in a consulting or shared services environment preferred
•Graduate degree in Business, Engineering or related disciplined
•Lean Six Sigma Green Belt Certification or equivalent

Preferred Knowledge
• Knowledge in process & data analysis
•Knowledge in Lean/Six Sigma, Quality Management
•Knowledge of Process Maturity Framework
•Expert knowledge of risk and internal control concepts and experience in applying them to plan, perform, manage and report on the evaluation of various business processes /areas/functions
•Deep understanding of definition, implementation and analysis of metrics and providing insights
•Application of CI tools – e.g. process mining or statistical tools
•Conceptual knowledge/background in Agile (Scrum) practice, and/or Project Management
•Preferably with knowledge in the Insurance industry