SVP- Transformation and Excellence- Insurance

Winfort · Gurugram, India

Key Responsibilities

1. Process Excellence Strategy & Governance

• Own the enterprise Process Excellence & Governance charter, standards and operating rhythm on behalf of the leadership team.
• Set and govern process mapping standards, taxonomies and documentation practices used consistently across all domain pods.
• Chair SOP & Controls governance — approving, versioning and retiring SOPs, and ensuring controls are current, tested and audit-ready.
• Own the enterprise Metrics & Governance framework: define the KPIs, SLAs and reporting cadence used to track process health and improvement impact.
• Provide oversight and sign-off on 30/60/90 day plans for new initiatives, pods and transformation programmes.

2. Operational Resilience

• Lead operational resilience assessments across functions, identifying single points of failure, control gaps and continuity risks.
• Define resilience standards and recovery playbooks, and track remediation of identified gaps to closure.
• Partner with domain pods to embed resilience thinking into day-to-day process design, not just periodic audits.

3. Lean / Continuous Improvement Leadership

• Deploy Lean and Six Sigma methodologies enterprise-wide, driving a self-sustaining continuous improvement culture.
• Facilitate value stream mapping, root cause analysis and waste elimination for priority processes, and coach domain teams to run these independently.
• Conduct or oversee operational audits to assess process compliance and performance, recommend corrective actions and track implementation to closure.

4. Team Leadership & Capability Building

• Build, lead and develop the Process Excellence & Governance team, and manage the broader bench of PEX consultants deployed into domain pods.
• Own the central tool and template library — ensuring process improvement tools are maintained, standardized and accessible enterprise-wide, and that reuse and knowledge-sharing are actively promoted.
• Provide support in process mapping and operational backup to domain pods, and ensure pods have consistent access to PEX expertise.

5. Automation & AI Opportunity Governance

• Partner with the AI Ecosystem and Operational Intelligence teams to identify, evaluate and prioritise automation and AI opportunities against impact, feasibility and ROI.
• Ensure automation and AI use cases surfaced by domain pods are routed through a consistent intake, validation and business-case process.
• Track benefits realisation for approved automation/AI initiatives and course-correct where value is not being delivered.

6. Agentic / AI-Led Process Design

• Champion agentic and AI-led approaches to process redesign — moving beyond traditional automation to processes where AI agents plan, decide and execute steps with human oversight.
• Partner with the AI Ecosystem team to identify processes suited to agentic redesign, and define the target operating model, guardrails and human-in-the-loop checkpoints for each.
• Set standards for evaluating agentic solutions — accuracy, exception handling, escalation paths and audit trails — before they are scaled into production.
• Build organisational fluency in agentic AI concepts among PEX consultants and domain pods, so agentic opportunities are identified as routinely as manual process gaps.
• Track and report on the shift of enterprise processes from manual / rules-based automation to agentic execution, and the associated efficiency and quality gains.

7. Cross-Functional Alignment & Executive Reporting

• Act as the connective layer between Process Excellence & Governance, AI Ecosystem, Client Enablement / Practice, and Operational Intelligence — ensuring a single, coherent process excellence narrative across the organization.
• Represent process excellence performance, risks and opportunities to leadership and executive stakeholders, with clear visibility of decisions required from leadership.
• Build strong interpersonal relationships across cross-functional teams; influence, train and communicate effectively across all levels of the organisation.