Senior Manager – Business Excellenc

from 5 to 10 year(s) of Experience
₹ Not Disclosed by Recruiter

Job Description


  • Define and execute Business Process Management, Assurance & Pre-warning control framework
  • Detection, prevention & fix of failures points related to Process / System / Communication etc
  • Timely alerts to management and stakeholders
  • Drive RCA and CAPA closure
  • Management reporting and dashboard as per pre-defined frequency
  • Drive improvement projects with timely delivery of expected results

Duties and responsibilities:

A] Pre Warning Cell Framework

  • Define Pre Warning Cell Framework
  • Identify & fix potential customer concerns / triggers which may lead to a complaint / customer dissatisfaction or regulatory deviation
  • Regular review of customer complaints, plugging of gaps & ensuring reduction in complaints
  • Ensure solution design [Corrective & Preventive action] and deployment along with business owners in time bound manner
  • Timely dashboard, status updates, progress reports & pre warning alerts to stakeholders / management
  • Automation of dashboards / control reports to ensure scalability, resource optimization and higher effectiveness
  • Build mistake proof thinking in the processes, system developments, communication to prevent recurrence
  • Reinforce the objective of Pre Warning through regular interaction with team & stakeholders
  • Work in partnership with business stakeholders to fix process / system gaps and improve customer experience
  • Collaborate with other BSE verticals for knowledge / information sharing to build robustness in the process & systems
  • Identification of best practices across industry and implementation at HDFC Life

B] Improvement Projects

  • Drive improvement projects including need identification, review, implementation closure and sign offs
  • Partner with stakeholders to identify project opportunities through boot camp, brainstorming, workshops etc.
  • Monitor progress & establish reporting system through a dashboard for review by seniors / stakeholders
  • Establish benefit realization, tangible outcomes with requisite sign off on agreed parameters

C] People / Performance Management

  • Resource optimization to ensure high productivity through effective work allocation
  • Ensure regular performance & progress review
  • Regular coaching & mentoring of the team

Candidate Requirement:

  • Certified ISO Auditor / Lead Auditor / ISO Lead Implementer
  • Use of Statistical tools, Data mining, analysis and RCA
  • Solution Oriented Approach combined with Critical Thinking
  • Experience in Process Assessments / Audits including management reporting, CAPA Tracking and Closure
  • Experience in driving process re-engineering projects
  • Strong knowledge on Risk Management practices like FMEA, Mitigation, Compliance, Regulation
  • Industry expertise - Core BFSI operational processes

Disclaimer - HDFC Life does not charge applicants any recruitment fee or a deposit in return for job offers. HDFC Life does not authorize any third party to make employment offers, refer or place candidates, for a fee charged to the applicant

Salary: Not Disclosed by Recruiter


Functional Area:Other

Role Category:Other

Employment Type:Full Time, Permanent


PG:Any Postgraduate

Company Profile


HDFC Life, one of India€™s leading private life insurance companies, offers a range of individual and group insurance solutions. It is a joint venture between Housing Development Finance Corporation Limited (HDFC), India€™s leading housing finance institution and Standard Life plc, the leading provider of financial services in the United Kingdom.

HDFC Life€™s product portfolio comprises solutions, which meet various customer needs such as Protection, Pension, Savings, Investment and Health. Customers have the added advantage of customizing the plans, by adding optional benefits called riders, at a nominal price. The company currently has 37 retail and 8 group products in its portfolio, along with 9 optional riders catering to the savings, investment, protection and retirement needs of customers.

HDFC Life continues to have one of the widest reaches among new insurance companies with about 500 branches in India touching customers in over 900 cities and towns. The company has also established a liaison office in Dubai. HDFC Life has a strong presence in its existing markets with a strong base of Financial Consultants. For more information, please visit our website,
Company Info
View Contact Details+