Lead - Process Excellence(Thane- JB 9)

Aditya Birla Health Insurance Company Limited; Maharashtra; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

Aditya Birla Health Insurance Company Limited in Thane seeks a Deputy Chief Manager in Business Excellence to lead transformation programs across CX, data and operations. You will study current processes end-to-end, design improvements and embed new frameworks with stakeholders.

The role requires 8+ years in change management, certification like Lean/Six Sigma, PMP, and hands-on experience with digital transformation, RPA, GenAI, and process re-engineering to deliver measurable savings and

Qualifications

• Engineering or Management degree from premier institute.
• Lean Six Sigma, Agile, Design Thinking, PMP certifications.
• 8+ years work experience in change management, business transformation, operational excellence, digital transformation in financial services/insurance.
• Proven delivery of large change programs with measurable benefits.
• Excellent communication and presentation skills.
• Strong program and project management skills.
• Working knowledge of GenAI, ML, and RPA tools.
• Experience in Digital Transformation and Process Re-engineering.
• Experience delivering Lean/Six Sigma trainings.

Responsibilities

• Improve, change and transform existing business operations/functions end-to-end.
• Develop roadmaps to deliver improvements aligned with the business plan.
• Design and implement solutions to achieve cost reduction and service quality goals.
• Develop reports to track impact and savings from transformation initiatives.
• Embed Business Excellence methodologies across operations to enhance CX, reduce cost and improve NPS.

Skills

Change management

Business transformation

Operational excellence

Digital transformation

Leadership communication

Program management

GenAI/ML/RPA knowledge

Stakeholder management

Presentation skills

Cross-functional collaboration

Education

Engineering or Management degree from premier institute

Tools

GenAI/ML models

RPA tools

Job description

Basic Details: Fill the required information about business, unit, location, position, reports to position and date of updation of JD

Business

Financial Service – HO

Unit

Aditya Birla Health Insurance Company Ltd

Location

Thane

Poornata Position Number of the job

Reports to: Poornata Position Number

Poornata Position Title of the job (30 characters max)

Deputy Chief Manager

Reports to: Poornata Position Title

Lead – Business Excellence

Function

Business Excellence, CX, Data & Innovation

Reports to: Function

Business Excellence, CX, Data & Innovation

Department

Business Excellence

Reports to: Department

Business Excellence

Designation of the Employee

Chief Manager

Designation of the Manager

AVP / DVP

Business Excellence

Date of writing/updation of JD

17 th Feb, 2026

Job Purpose: Write the purpose for which the job exists (in 2-3 lines) (Max 1325 Characters)

The candidate is expected to Improve, Change and Transform existing Business Operations / Functions by

• Performing detailed study / assessment of business operations / functions (end to end – customer, vendor, people, process, technology) and determining areas for change and improvement
• Developing a roadmap to deliver improvements as per the business plan
• Developing solutions to implement change and improve business metrics
• Developing reports to track the impact (savings) of the change and transformation
• Working closely with functional leaders to embed Business Excellence (frameworks, tools, practices etc.) across the business to help improve service delivery, reduce cost, improve NPS and enhance capability
• Designing and re-engineering business processes
• Driving process controls around errors and outliers to improve quality

Business Workforce Number

(Max 254 Characters)

Unit Workforce Number

(Max 254 Characters)

Function Workforce Number

(Max 254 Characters)

Department Workforce Number

(Max 254 Characters)

Other Quantitative and Important Parameters for the job: Budgets/ Volumes/No. of Products/Geography/ Markets/ Customers or any other parameter

• Engineering or Management degree from premier institute
• Certification in Lean, Six Sigma, Agile, Design Thinking, PMP
• 8+ years work experience in change management, business transformation, operational excellence, digital transformation etc. with organizations in insurance, banking, financial services, ecommerce etc.
• Should have completed large change and transformation programs and delivered benefits
• Excellent communication and presentation skills
• Good program and project management skills
• Working knowledge of GenAI, ML models, & RPA tools
• Experience in Digital Transformation
• Experience in Process Re-engineering
• Experience in delivering Lean/Six Sigma trainings

Job Context & Major Challenges: Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section ((Max 3975 Characters)

Multi-stakeholder change execution across functions, dependency on IT/RPA/Analytics, balancing CX (TAT/NPS) with cost and controls, prioritizing the projects based on business requirements and operating in a regulated insurance environment.

Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)- Maximum 10 KRAs can be updated

Key Result Areas ( Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

Improve Service Delivery

• Develop Product/Work/Customer segmentation and target operating model to help improve service delivery (TAT, Quality, Risk, NPS) to the customers and minimize under/over servicing
• Map the service delivery operations (end to end) and identify opportunities to improve flow (remove bottlenecks) in service delivery and eliminate internal operational waste
• Minimize process complexity and variation, standardize process steps

Process Efficiency and Automation

• Assess existing business processes to determine automation potential, recommend specific changes to the business activities to help increase “automation readiness”
• Determine operational capacity requirement. Recommend solutions to improve utilization and productivity that will help deliver efficiency

Embedding Business Excellence Culture

• Ensure that ABHI Business Excellence methodology, tools and thinking are embedded into the operations and applied accurately and consistently
• Constructively challenge the organization to constantly improve capability and performance

Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)

Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)

None. It is an Individual Contributor (IC) role.

Relationships: Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with in order to deliver the job objectives

Relationship Type (Max 80 Characters)

Frequency

Nature (Max 1325 Characters)

Internal

Manager & Senior Management

Subject Matter Experts

RPA Developer

IT, Data Analytics

Daily

Understanding the business issues, recommending the solutions and supporting the implementation of solutions

External

Technology Vendors

Business Consultants

As and when required

Understanding vendors’ and consultants' services

and working with them, if required

Organizational Relationships:

Provide the structure for a level above and below the position for which this job description is written. Use position titles in the structured and indicate all the reports of the position.

SIGN-OFF: Provide the name of the Manager and the jobholder. Signature needed for the hard copy of the JD. Hard copy to be maintained in the organizational record.

Job Holder

Reports to – Manager

Name

Signature (needed for the hard copy)