As the Transformation Lead - Process at Income Insurance, you will play a pivotal role in shaping the future of our organization. Your expertise in process optimization and re-engineering, coupled with your strategic vision, will be instrumental in driving operational excellence and efficiency across the organization. You will lead a team of process improvement professionals, working collaboratively to identify, prioritize, and implement transformative initiatives that deliver tangible business results and enhance customer satisfaction.
Key Responsibilities:
- Process Transformation Strategy: Develop and execute a comprehensive process transformation strategy that aligns with Income Insurance's overall business objectives and digital transformation roadmap. Identify and prioritize key process improvement opportunities that will have the greatest impact on operational efficiency, cost reduction, and customer experience.
- Process Design and Re-engineering: Lead the design and implementation of new or re-engineered processes that leverage technology, automation, and best practices to streamline operations, reduce waste, and improve quality. Ensure that new processes are scalable, adaptable, and aligned with regulatory requirements.
- Process Governance and Performance Management: Establish a robust process governance framework to monitor, measure, and continuously improve the performance of key business processes. Define and track key performance indicators (KPIs) to assess process effectiveness and identify areas for further optimization.
- Change Management and Stakeholder Engagement: Develop and implement effective change management strategies to ensure smooth transitions and minimize disruptions during process transformations. Engage with stakeholders across the organization to gain buy-in, address concerns, and ensure successful adoption of new processes.
- Team Leadership and Development: Build and lead a high-performing team of process improvement professionals distributed across the network of Income. Provide guidance, mentorship, and coaching to team members to enhance their skills and capabilities. Foster a collaborative and results-oriented culture within the team.
- Technology and Innovation: Stay abreast of emerging technologies and trends in process automation, robotics process automation (RPA), artificial intelligence (AI), and other relevant areas. Identify opportunities to leverage technology to drive process innovation and efficiency, particularly within the context of our digital transformation.
- Continuous Improvement: Foster a culture of continuous improvement within the organization, encouraging employees at all levels to identify and implement process improvements. Embrace a data-driven approach to decision-making, utilizing analytics to identify improvement opportunities and measure the impact of process changes.
- Digital Transformation Alignment: Ensure that all process improvement initiatives are strategically aligned with Income Insurance's digital transformation goals and objectives. Collaborate with other COE teams and business units to integrate process improvements with digital transformation projects, maximizing the overall impact on the organization
- Process Tooling and Automation: Identify and implement appropriate process improvement and automation tools (e.g., process mining, workflow automation, RPA) to streamline operations, reduce manual effort, and improve process efficiency.
Qualifications:
- Bachelor’s Degree in Business Administration, Engineering, or a related field.
- 10+ years of experience in process improvement, consulting, or a similar role, with a proven track record of leading successful process transformation initiatives in large, complex organizations.
- Demonstrated experience in driving process transformation within the context of digital transformation initiatives.
- Deep understanding of process improvement methodologies (e.g., Lean, Six Sigma) and tools (e.g., BPMN, SIPOC).
- Strong analytical, problem-solving, and project management skills.
- Excellent communication, interpersonal, and leadership skills, with the ability to influence and build consensus across all levels of the organization.
- Lean Six Sigma Black Belt or Master Black Belt certification is preferred.
- Experience in the insurance industry or financial services sector is a plus.
- Experience with process automation and improvement tools.
