Senior Operational Excellence Consultant

Role Overview

• Lead and execute cross‑functional, top‑down Operational Excellence initiatives, including onshore–offshore collaboration when applicable
• Conduct end‑to‑end process discovery, walkthroughs, and deep‑dive analyses for operational and support processes
• Identify, analyze, and quantify process inefficiencies, performance gaps, and continuous improvement opportunities using advanced analytical techniques
• Develop high‑quality deliverables such as process maps, policies, procedures, analytical models, charts, and executive‑level management readouts
• Apply Lean Six Sigma, DMAIC, and other improvement frameworks to design and recommend sustainable solutions
• Support business process owners in implementing agreed recommendations and change initiatives
• Measure, track, and validate benefits realization of Operational Excellence projects
• Build and manage strong working relationships with diverse and senior stakeholders across functions and geographies
• Actively contribute to Operational Excellence communities of practice, forums, and knowledge sharing by providing best practices, case studies, and insights on new tools and trends
• Role‑model organizational values, compliance standards, and governance policies at all times

Requirements

• At least 3 years of combined experience in operational management, support functions, or leading process and performance improvement projects within the insurance and/or BPO industry
• Minimum 2 years of hands‑on application of Operational Excellence, problem‑solving, and project management methodologies (e.g., Lean, DMAIC, Data Analysis, Agile, Scrum)
• At least 2 years’ experience participating in or leading process and performance improvement projects as a Business, Process, or Data Analyst in customer service, back‑office, or shared services environments
• Strong expertise in Operational Excellence, process improvement, and problem‑solving methodologies
• Advanced data analysis and statistical problem‑solving skills, including use of related tools
• Proven ability to influence and engage senior stakeholders through clear communication and data‑driven insights
• Excellent verbal, written, and presentation skills
• Comfortable working in cross‑functional, matrixed, and multi‑geography environments

Benefits

• Professional development opportunities
• Flexible work arrangements