Job Description

Position Summary:
The Process Excellence Delivery Manager will oversee and implement transformation initiatives to drive continual improvement within GSI. This role will ensure process, system and behavior improvement opportunities are identified, enhanced, and managed to meet the internal and external customer's business requirements.
The individual in this role requires a deep understanding of Insurance Operations (i.e. Underwriting, Claims, Finance, & Risk), their customer and business requirements, and how to efficiently embed and deploy lean transformation methodology at a senior leadership and frontline staff level to deliver sustainable results. This role will require close partnership with various stakeholders to drive effective execution and will play a pivotal role in executing the strategy as directed by the Deputy Chief Transformation Officer and Service Delivery Head of Global Insurance Operations at GSI.
Responsibilities and Accountabilities:

• Work closely with the Deputy Chief Transformation officer & Service Delivery Head of Global Insurance Operations at GSI.
• to develop a transformation roadmap to meet the desired outcomes of GSI.
• Lead the execution of the Transformation roadmap with specific responsibility for initiatives and continuous improvement practices and routines.
• Guide the current state and future state, standard work design, implementation plan, along with defining the impact, value and prioritization of changes (in strong cooperation with business or service unit experts).
• Analyze customer & business requirements through voice of the customer meetings; evaluating current processes and systems; and data collection and review.
• Conduct detailed root cause analysis by working closely with stakeholders to understand the issues originating in upstream/downstream process areas.
• Facilitate sessions using lean problem-solving techniques (i.e. Fishbone analysis) so all relevant stakeholders can communicate business critical issues in root cause language.
• Use a standard set of Lean/Problem Solving tools and analyses to develop insight, solutions and drive the consistent use of Lean standards in the delivery of agreed upon outcomes.
• Successful implement identified improvements (i.e. Process, Tools, artifact enhancements, and performance transparency) that have the greatest value to enable an efficient end-to-end process as defined by the Deputy CTO and business/functional units.
• Work with business to ensure support structures in place to enable timely task completion and ensure the right people are aligned to the right task
• Work with cross-functional team(s) for effective and timely issue resolution.
• Coach senior leaders to be effective in their roles as sponsors; and coach leaders at all levels on their role to support and sustain continuous improvement in their area including their own management practices and routines and capture performance standards.
• Embed routines/behaviors that drive activities to be completed timely and drive ongoing continuous improvement efforts.

SKILLS AND REQUIREMENTS:

• Insurance knowledge and strong business acumen
• Excellent communication, listening and facilitation skills to effectively engage with stakeholders
• Effective decision making and critical thinking skills
• Strong analytical skills and ability to interpret data to drive business decisions.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Ability to work collaboratively in a team environment, and deliver effective consulting and coaching
• Strategic, Operational and Analytical thinking
• Cross-functional & Matrix engagement
• Detail-oriented with a high level of personal accountability
• Lean or similar certification, or experience implementing continuous improvement principles in serviceenvironments/organizations (e.g., Business Agility, Lean management techniques, Six Sigma certification, etc.)
• Lean Transformation experience
• Strong organizational skills with high level of attention to detail
• High Emotional Quotient and Professionalism
• High degree of integrity and ability to handle confidential matters and sensitive situations with discretion

Education and Experience:

• 7+ years of experience as a Lean management leader with demonstrated success in leading end-to-end transformational changes.
• Experience in insurance industries and an understanding of operational management practices
• Self-motivated, prone to action, autonomous and results-oriented with ability to lead multiple complex initiatives (short, mid and long-term) with impact.
• Proven track record developing and/or implementing Lean/continuous improvement initiatives
• Demonstrated ability to effectively interpret data and measure performance.
• Ability to handle changing priorities and use good judgment when working in challenging situations.
• Ability to build a strong network of relationships across the company, quickly building credibility and gaining the trust and confidence of colleagues.
• A change agent, excellent at managing change both at an organizational level and at an individual level.
• Superior oral and written communication skills, as well as attention to detail while developing and presenting to senior leaders of the company.
• Deep knowledge and demonstrated application of change management principles, practices, methodologies and tools.
• Exceptional presentation, written and verbal communication skills with demonstrated ability to develop compelling messaging for diverse audiences.
• Demonstrate proficiency in project and program management
• Demonstrate proficiency in data mining and analysis.
• Bachelors degree with related experience or Masters in related field required. Work experience may substitute for education requirement.
• Professional Lean Certification (is a plus)

Skills Required