Key Responsibilities
- Lean & Productivity – Strategy Implementation
- Lead high value improvement initiatives that reduce TAT, boost productivity, and remove waste, acting as a hands on driver of operational change.
- Conduct deep dive process diagnostics, root cause analysis, and structured problem solving to identify issues and design practical, implementable solutions.
- Conduct regular Gemba walks and end to end productivity assessments to identify bottlenecks, quantify capacity gaps, and recommend targeted efficiency improvements
- Facilitate Kaizen events, advanced root cause analysis, and digital enabled problem solving sessions to unlock sustainable performance gains.
- Lean Capability Development & Operating Model
- Deploy and sustain daily huddles, visual management, tiered escalation, and standard work to strengthen real time performance management.
- Track and report benefits including capacity release, cost savings, service improvements, and waste reduction to ensure transparency and accountability.
- Work directly with business teams to implement changes, remove barriers, and embed improvements into daily operations.
- Coach leaders and frontline teams, deliver training, and build Lean skills that enable continuous improvement and organizational self-sufficiency.
- Develop and maintain SOPs, process maps, and governance frameworks to lock in new ways of working and support scale up
- Technology Enablement – Lean Digital
- Integrate digital tools, automation, dashboards, and workflow systems into Lean routines to enhance visibility, decision making, and operational control.
- Architect and deploy elements of the Lean Digital Core, including process mining insights, digital huddles, automated KPI reporting, and workflow automation.
- Digitize value stream maps and integrate data flows to enable real time visibility, faster decision making, and scalable improvement. decision-making
- Stakeholder Engagement & Change Management
- Act as a frontline change agent, influencing behaviours, driving adoption of new ways of working, and ensuring long term sustainability of improvements
- Lead change management efforts, ensuring successful adoption of process improvements and governance mechanisms
- Strengthen leadership capability by embedding Lean principles, disciplined problem solving, and a culture of continuous improvement and accountability
- Collaborate with C-level executives and business leaders to embed a process-centric culture within the organization
- Facilitate cross-functional collaboration to break down process silos and drive enterprise-wide integration & alignment
- Performance Measurement & Value Realization
- Define key performance indicators (KPIs) to measure process effectiveness, cost-to-serve and business value/impact
- Develop and track process maturity models to assess and enhance organizational process capabilities
- Use productivity, throughput, SLA, rework, and cost to serve data to diagnose performance gaps and validate improvement impact
Role Objectives and Key Results
- Deliver enterprise level productivity, efficiency, and TAT improvements across priority value streams
- Achieve % reduction in end-to-end TAT across top enterprise value streams.
- Improve productivity (output per FTE or equivalent) % across targeted functions.
- Identify and deliver validated capacity release opportunities, with % implemented and sustained.
- Reduce waste and non-value-added activities by X%, validated through Gemba based diagnostics and data analysis.
- Improve cost to serve or operational cost efficiency by % for priority areas
- Strengthen the enterprise performance operating model and embed disciplined daily workforce management
- Deploy daily huddles, tiered escalation, and visual management across 100% of targeted functions.
- Improve SLA adherence and throughput stability % through real time performance routines.
- Achieve % compliance with standard work, SOPs, and updated process controls.
- Reduce rework, defects, or process variation % across redesigned processes
- Build senior leadership capability and elevate Lean maturity across the organization
- Coach senior leaders and frontline leaders to adopt Lean leadership behaviors and structured problem solving.
- Conduct X strategic Gemba walks with leadership per quarter, with documented insights and action follow through.
- Improve Lean maturity scores by X levels across priority functions.
- Certify X Lean Practitioners structured capability building pathways
- Drive digital Lean enablement to enhance visibility, automation, and decision making
- Deploy digital huddles, automated KPI dashboards, and workflow tools across the organization.
- Digitize 100% of value stream maps for priority processes, enabling real time visibility and decision support.
- Implement process mining insights to identify improvement opportunities and validate impact.
- Launch digital A3/problem solving boards with X% adoption across targeted teams.
- Reduce manual reporting effort by % through automation and digital performance routines
- Ensure sustainability of improvements and drive organization wide adoption of new ways of working
- Achieve % adoption of new processes, digital tools, and performance routines within 90 days of rollout.
- Maintain performance sustainability by %
- Complete structured change readiness and sustainability assessments for 100% of major transformation initiatives.
- Achieve % positive feedback from teams and leaders on clarity, support, and effectiveness of Lean interventions
Experience and Qualifications
- Educational Qualifications:
- Bachelor's degree in business administration, Process Management, Engineering, or a related field
- Experience:
- 8 to 10 years of extensive experience leading enterprise-wide Lean transformations, operational excellence programs, or large-scale productivity improvement initiatives in complex, multi-function environments.
- Professional certifications such as Lean Practitioner, Lean Coach, Lean Six Sigma Green Belt or Black Belt, Agile/Scrum certifications, and PMP or equivalent project management exposure are highly advantageous
- Experience in regulated industries (healthcare, insurance, financial services) preferred
- Certifications:
- Certified Lean Six Sigma Black Belt or Master Black Belt preferred
- Certification in BPM platforms or process / task mining tools advantageous
Skills and Competencies
- Core Competencies
- Operational Excellence – Deep expertise in Lean methodologies, value stream management, Kaizen, root cause analysis, structured problem solving, and performance operating model deployment.
- Performance Management – Demonstrated success delivering measurable improvements in productivity, TAT, cost, service quality, and operational stability through hands on project execution.
- Deep-dive Analysis & Insights – Strong capability in conducting Gemba walks, operational diagnostics, and end to end process assessments to identify bottlenecks, quantify capacity gaps, and recommend targeted efficiency improvements.
- Operating Model – Proven experience designing and embedding daily management systems, visual management, tiered huddles, and standard work across frontline and leadership levels.
- Capability Development – Skilled in coaching senior leaders and frontline teams to build Lean capability, strengthen operational discipline, and embed continuous improvement behaviors.
- Data-Driven Decision Making – Strong analytical capability with experience using operational data (productivity, throughput, SLA, rework, cost to serve) to diagnose performance gaps and validate improvement impact.
- Process Transformation – Hands on experience implementing digital Lean tools, workflow automation, dashboards, process mining insights, and digital performance routines.
- Lean Digital – Experience architecting or contributing to Lean Digital Core components such as digital huddles, automated KPI reporting, digital A3s, and digital value stream management.
- Change Management – Strong change leadership skills with the ability to influence behaviors, drive adoption, and sustain new ways of working across diverse teams.
- Stakeholder Engagement – Ability to influence senior executives and drive cultural transformation
- Collaboration – Break silos, partner cross-functionally
- Agility – Adapt in a fast-paced insurance environment.
- Technical Skills
- Lean Tools – VSM, 5S, Kanban, A3, Standard Work
- Insurance Knowledge – Core processes (preferred)
- Process Mining & Intelligence Tools(e.g., Mindzie, Celonis)
- Methodologies – Lean Coach, Lean Practitioner, Lean Six Sigma(Black Belt preferred)
- Strong knowledge of RPA & workflow automation solutions
- Data Visualization & reporting Tools(Power BI, Tableau)
- Expertise in BPM platforms (e.g., Mega HOPEX, Signavio, ARIS)
