Head-Process Excellence & Quality Operations

Job Purpose

To ensure Business Process documentation for all business lines and supporting functions, including periodic review. To drive process/ productivity re-engineering through periodic self-audits and process reviews. To drive Quality strategy and execute it within Operations through various quality tools like Six Sigma, Lean, ISO, etc. To define and publish Quality metrics and champion innovation through techniques like idea generation. To define training needs for Operations unit and conduct training directly or through L&D

Key Job Responsibilities

PRINCIPAL ACCOUNTABILITIES

• Define, create and publish business processes for all new products / supporting functions and conduct periodic review of existing processes
• Conduct periodic process audits /reviews/process re-engineering to drive process and productivity enhancements
• Identify gaps in processes / training to sales/credit/operations to achieve overall organizational KPIs
• Define and drive the Quality Control strategy and metrics and execute within Operations using quality tools like 6 Sigma, Lean, ISO
• Conduct QC across all Operations processes and publish metrics resulting into measurable and objective process improvements / re-engineering
• Champion new product/project rollouts by being the focal unit to drive it from Operations, including documenting business process, defining user requirements, managing UATS, training and rollout and thereafter periodic reviews
• Ensure periodic trainings / re-trainings / refresher trainings based on process reviews, quality control reports, self/internal audit reviews are conducted to strengthen the products / process understanding and eliminating defects and non-value adds
• Identify training needs in conjunction with process owners/unit heads and ensure timely training is imparted in association with the training teams in HR
• Champion and drive innovation through idea generation or other like techniques. Ensure that all ideas are properly channelized, tracked and implemented, including timely recognition of the idea generator.
• Plan periodic knowledge assessments and calibrations in a time-bound manner across the company as well as in processes that are outsourced, in close engagement with the process owners
• Regular tracking and monitoring of Standard Unit Time (SUT) across various processes to ensure high levels of productivity and identify areas of improvement to reduce SUT and improve productivity, reduce TAT

DIMENSIONS

Facilitate to materialize the projected savings through Idea generation campaign throughout the year. Productivity / cost / TAT savings through process trainings SUT measurement / process reengineering.

Knowledge, Skills & Attributes

Analytical Skill

Process Knowledge & Implementation Skills

Planning & Forecasting Skills

Market Intelligence

Business Development

Communication Skills

Basis IT skills such as Excel, PowerPoint etc

Problem Solving skills.

Culture at Muthoot Pappachan Group

We do everything to gain and maintain the Trust of all the stakeholders and dont do anything to lose their Trust. Trust is the overarching “Core Value”, one which, our other values have been built.

Our Core Values

Integrity

Asking oneself before saying, doing or deciding on anything, whether it’s passing the test of integrity. No unethical shortcuts, to save time, money and energy. Strict adherence to regulatory and other statutory bodies guidelines. Transparency in all business deals. Offer solutions to customers on the basis of their needs only. Encourage people to highlight any practices that go against this core value

Collaboration

Genuinely believe & treat the organization as your family. Encourage people to build healthy professional relationship with members of other departments and functions. Welcome feedback from other departments. Encourage people from other departments to join for brainstorming sessions. Look at the big picture (organization goals) rather than limiting the vision to the individual / department goal. Help others to achieve their goals / tasks

Excellence

Maddeningly pursue excellence. Look for best outcomes before finalizing the approach. Maintain a constructive and critical mindset to gauge & ensure quality. Open for constructive feedback from others to refine the final output. Benchmark against the best only, should not be basis convenience. We should look for continuous improvement. Recognize and appreciate, if we observe any superior performance. Don’t get settled for less at any cost – display the go getter attitude. Encourage people to stretch in order to achieve excellence.

Building on the bedrock of Core Values, below are the other key constituents of the “Culture Code”

Honesty

Humility

Empathy

Empowerment

Agility

Ownership

Fresh Thinking & Continuous Renewal

Inclusion

Work-Life Balance

Role Requirements

Educational Qualification – MBA, Quality certifications (Six Sigma, Lean, ISO)

Experience – 8 to 12 years’ experience in the Financial Services Industry