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 organizational 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 solid interpersonal relationships across cross-functional teams; influence, train and communicate effectively across all levels of the organization.

Key Skills

Leadership & Governance

- Proven experience leading a Process Excellence, Transformation or Operational Excellence function at a senior/enterprise level.
- Strong governance discipline — comfortable owning frameworks, metrics and standards that other teams are held to.

Process Excellence & Methodologies

- Lean, Six Sigma (Black Belt / Master Black Belt preferred), and structured continuous improvement toolkits.
- Deep experience in process mapping, root cause analysis,



operational resilience and performance measurement.

Automation & Digital Fluency

- Familiarity with automation platforms (e.g., Power Automate, UiPath, Automation Anywhere) and low-code/no-code enablement models.
- Working understanding of AI/ML concepts and how they apply to process improvement and decision support.
- Exposure to agentic AI concepts and platforms, and a point of view on where agentic execution fits alongside traditional automation.

Analytical & Problem-Solving

- Strong skills in data analysis, process diagnostics and decision-making; ability to quantify impact and drive data-backed recommendations.

Stakeholder & Change Management

- Experience in project planning, execution and stakeholder management; knowledge of Agile and traditional project management methodologies.
- Executive-level communication and consulting skills — able to influence C-suite, cross-functional leaders and clients.
- Strong client-facing presence, with experience owning client relationships and representing outcomes directly to client leadership.
- Proven ability to priorities and manage multiple concurrent initiatives, stakeholders and deadlines without losing sight of enterprise priorities.

Tool & Knowledge Management

- Experience maintaining repositories, templates and best-practice libraries, and curating toolkits for enterprise-wide use.

Experience & Qualifications

- 20+ years of experience in Process Excellence, Transformation or Consulting roles, with at least 5 years in a leadership capacity
- Consulting background strongly preferred, with demonstrated client-facing experience — leading engagements, presenting recommendations and managing client relationships directly.
- Track record of building and leading Process Excellence or Governance functions at an enterprise level.
- Experience designing and governing metrics, SOP/controls frameworks and operational resilience standards.
- Demonstrated success building and scaling automation-enablement programmes.
- Lean / Six Sigma Black Belt or Master Black Belt, or equivalent structured problem-solving certification.
- Insurance, BPO or professional services domain experience strongly preferred.
- Proven ability to manage multiple competing priorities and initiatives simultaneously, in a fast-paced, matrixed environment.
- Comfortable presenting to and influencing senior executive, leadership and client stakeholders.

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