Senior Manager Business/Service Excellence

From 10 to 14 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Duties and responsibilities:

A] Build Process Assurance & Control Framework

  • Define Assurance Framework in alignment to requirements from Customers, Regulator and Business
  • Assessment calendar ensuring comprehensive scope spanning across Operations, Sales and Support Processes
  • Design robust assessment grid basis Input - Output metrics, Controls, Business rules, Cross-Functional linkages etc.
  • Collaborate with Risk & Audit function to build robustness in the process & ensure regular review with the functions
  • Identify process improvement areas from FMEA, VA / NVA analysis on the process
  • Automate assessment framework to ensure scalability, resource optimization and higher effectiveness
  • Build mistake proof thinking in the processes to prevent recurrence and drive First Time Right
  • Ensure solution design [Corrective & Preventive action] and deployment along with business owners in time bound manner
  • Timely dashboard, status updates and progress reports to stakeholders / management
  • Reinforce the objective of Process Assurance & Control through regular interaction with team & stakeholders
  • Work in partnership with business stakeholders to simplify / reengineer processes, improve efficiency and customer experience

B] Process Improvement Projects

  • Drive process 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


Salary: Not Disclosed by Recruiter


Functional Area:Other

Role Category:Other

Employment Type:Full Time, Permanent

Key Skills
Skills highlighted with ‘‘ are preferred keyskills


UG:Any Graduate

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,
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Reference Id:SM BSE