Process Excellence Manager

Role Summary The Black Belt – Manager will lead end-to-end process excellence, quality transformation, and productivity programs across T&S domain. The role is responsible for driving measurable business outcomes through Lean Six Sigma, RCA-driven improvements, automation enablement, and cross-functional governance while partnering closely with Operations, Quality, Training, WFM, and Client stakeholders.

1. Transformation & Continuous Improvement Lead Lean Six Sigma Black Belt projects Drive defect reduction, rework elimination, and cycle time improvement using DMAIC / Lean methodologies. Identify and execute high-impact transformation opportunities aligned to business priorities and client KPIs. Own end-to-end project lifecycle from problem definition to benefit realization and sustainment.

2. Quality & RCA Leadership Conduct deep-dive RCA using People | Process | System | Technology frameworks. Lead Pareto analysis, FMEA, trend analysis, and defect heatmaps for escalations, audits, and quality failures. Partner with Quality teams to improve OAR, financial accuracy, compliance scores, and audit outcomes.

3. Claims Domain & Client Value Creation Apply strong US Healthcare Claims knowledge across Commercial, Medicare, Medicaid, and Specialty lines. Work closely with UHG stakeholders to align process improvements with payer policies and regulatory requirements. Support client governance, business reviews, client visits, and escalations with data-backed insights. Translate operational improvements into quantified benefits (QNI, BVM, FTE productivity, cost savings).

4. Automation & Digital Enablement Identify opportunities for RPA, AI, analytics, and system-led automation across claims processes. Collaborate with Automation / IT teams on solution design, deployment, and benefit tracking. Drive manual exception reduction and touchless processing improvements.

Required Qualifications & Experience Education Bachelor’s degree (Engineering / Healthcare / Business preferred) Certifications Lean Six Sigma Black Belt (Certified – Mandatory) PMP / Agile certification – good to have Any programming / Coding would be an advantage Experience 10–15+ years total experience , with

5+ years in Content Moderation Proven experience leading

Black Belt–level transformation programs Strong hands-on knowledge of: Claims adjudication & processing workflows US healthcare regulations & payer guidelines RCA tools, statistical analysis, and storytelling for leadership/client forums

Skill Set Core Skills Lean Six Sigma (DMAIC, SPC, Hypothesis Testing) RCA / FMEA / Pareto / Control Planning Claims domain expertise (Commercial / Medicare / Medicaid) Data analytics & insight storytelling Stakeholder & client management Behavioural Competencies Outcome-driven mindset Structured problem solving Executive communication & influence Strong ownership and accountability Coaching & people development