Deputy General Manager (DGM) – Process Excellence / Automation

The Deputy General Manager – Process Excellence is responsible for identifying automation opportunities and driving process improvement initiatives across voice and non-voice operations. This role plays a critical part in delivering operational efficiencies through automation, analytics, and process optimization.

The position requires strong expertise in Lean Six Sigma methodologies, business process analysis, and automation frameworks.

Key Responsibilities

• Identify automation opportunities across voice and non-voice processes
• Conduct automation assessments and feasibility studies for process improvement
• Develop business cases, project charters, and automation proposals
• Prepare Business Requirement Documents (BRDs), use cases, and automation documentation
• Partner with operations and business stakeholders to identify process improvement opportunities
• Drive automation implementation initiatives from assessment to execution
• Apply statistical models and forecasting techniques to analyze volumes, capacity, and customer behavior
• Leverage data aggregation and mining techniques to produce actionable insights
• Develop dashboards, reports, and performance analytics to support operational decisions
• Build and maintain strategic relationships with internal and external stakeholders

Qualifications

• Minimum 13 years of professional experience
• Strong experience in automation, process excellence, or operational transformation roles
• Lean Six Sigma Master Black Belt Certification required
• Experience in insurance campaigns or insurance-related operations
• Proven ability to lead automation assessments and implementation initiatives

Required Skills

• Automation opportunity identification
• Business process analysis
• Statistical modeling and forecasting
• Data mining and analytics
• Stakeholder engagement and strategic partnership

Preferred Tools

• RPA tools (UiPath, Automation Anywhere, Blue Prism or similar)
• Data visualization tools (Power BI, Tableau)
• Advanced Excel and analytics tools
• Process documentation and workflow tools