Chief Manager – Quality & Service Excellence

Axis Max Life Insurance Limited; Gurugram District; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Axis Max Life Insurance Limited seeks a senior Quality & Process Excellence leader to drive Quality for distribution channels, delivering service excellence and innovation across home offices and field teams. The role centers on Lean Six Sigma, Design Thinking, and BPM to manage strategic initiatives and governance.

You will lead Six Sigma projects, mentor teams, and build a culture of quality with a focus on distribution functions.

Qualifications

• Certified Black Belt with knowledge of Minitab tooling.

Responsibilities

• Execute high impact strategic, transformational projects using Six Sigma for Distribution Functions.
• Mentor Lean Six Sigma/Design BB/GB projects for improving process efficiency.
• Facilitate change and stakeholder management in transformational programs.
• Manage project governance, reviews, and dashboarding for senior leadership.
• Represent the function in internal/external Quality Competitions.
• Conduct benchmarking and identify best practices for replication.

Skills

Lean Six Sigma

Design Thinking

Stakeholder Management

Project management

Change Management

Analytical Thinking

Statistical Skills

Communication/Presentation

Facilitation

Education

Certified Black Belt

Graduate in BSFI/Related Field

Tools

Minitab

Job description

Responsible for managing Quality for distribution channels, for driving Quality, Service Excellence & Innovation based projects and initiatives for home office and field teams. Key deliverable areas will be Project Delivery using Lean Six-Sigma, Design Thinking, Project Management, Process Excellence, Business Process Management, Training and building QDNA.

KEY RESPONSIBILITIES

Project Management and Delivery - Six Sigma

• Execute high impact strategic, transformational projects using suitable six-sigma methodology for Distribution Functions.
• Mentor Lean Six Sigma/Design BB/GB projects for improving process efficiency, revenue, cost save/avoidance.
• Facilitating change & stakeholder management as part of transformational programs and improvement projects
• Project management through robust governance, review structure and dash boarding to Sr. leadership, Sponsor, Champion and CFTs.
• Work with project teams for representing the function/organization in various external/internal Quality Competitions.
• Conduct internal/external benchmarking and in-sighting for best practice identification and replication

Process Excellence (Business Process Management System, BPM)

• Process identification, documentation and managing version controls
• Regular process gap analysis with business teams with solution identification and monitoring to ensure deployment
• Work with business training teams to design process level training and certification program and drive adoption in partnership with business
• Designing process flow diagrams on ARIS

Quality Culture and Capability Building

• Building and measuring Quality – DNA through optimum trainings and other initiatives (Trainings include Yellow Belt, GB, BB, Basic Tools etc.)
• Reporting of Quality initiatives to Sr. management
• Support in last mile deployment of all Quality initiatives at functional level

MEASURES OF SUCCESS

• Six Sigma project closures
• Business Impact achieved
• BPM task completion
• Driving QDNA at functional level
• Monthly governance and dash boarding

KEY RELATIONSHIPS (Internal /External)

Internal: Business heads, Quality head, Cross functional teams, Quality team, Sellers

External: As applicable (End Customers, business partners)

KEY COMPETENCIES/SKILLS

• Lean Six Sigma
• Design Thinking
• Stakeholder Management
• Project management
• Change Management
• Analytical Thinking
• Statistical Skills
• Strong Communication/Presentation Skills
• Facilitation and interpersonal skills

DESIRED QUALIFICATION AND EXPERIENCE

• Certified Black Belt experience is a must with knowledge of minitab tool.
• Experience in design thinking, innovation other than DMAIC will be preferred.
• Graduate with 8+ years’ experience in driving lean sig-sigma improvement and transformational projects in BSFI, preferable with experience in the Insurance sector and in distribution functions.
• Process improvement experience via Kaizens and other LEAN tools.