Head- Service Quality Excellence & Digital Transformation - 20+ years – Gurugram

Location: Gurgaon
Discipline: Digital Transformation , Banking & Finance, Quality Control / Quality Assurance / SQE
Job type: Permanent
Contact name: Nikita Gupta

Contact email: nikita.gupta@crescendogroup.in
Job ref: 40637
Published: 3 days ago

Head- Service Quality Excellence & Digital Transformation - 20+ years – Gurugram


We're seeking a Mater Black Belt Certified Leader coming with minimum 20+ years of expertise in Quality, Service Excellence, Digital transformation and Innovation, with a background preferably working in Insurance Industry. Leaders with wider experience working on cost reduction and revenue enhancement projects via process transformation and solutioning will be a right fit.


Location- Gurugram


Your future employer: A leading life insurance company.



  1. Spearheading major cross-functional initiatives aimed at delivering substantial business impact, focusing on enhancing Cost, Revenue, Customer experience, and Compliance metrics.

  2. Utilizing quality tools to investigate and address root causes, streamline processes, and enhance operational efficiency by minimizing defects.

  3. Staying abreast of emerging trends, market opportunities, and industry benchmarks to foster innovation and gain a competitive edge.

  4. Establishing and guiding a high-performing quality team, offering direction, mentorship, and training to ensure team members possess the necessary skills to achieve goals.

  5. Providing strategic vision and alignment to the functional team, ensuring clarity of purpose in accordance with overarching business objectives.

  6. Fostering mentorship, coaching, and professional development initiatives to cultivate a robust talent pool and bolster the capabilities of the training team.


  1. Minimum 20 years of experience in Quality, Service Excellence, Digital transformation and Innovation

  1. Hold a postgraduate degree in any field and possess a background working in insurance industry.

  2. Mandatory certification of Black Belt.

  3. Should have lead and managed process excellence/transformation projects for about 10000+ resources.

  4. Should have been working in a capacity of Head of Quality/ Process Excellence/ Service Excellence or Business Transformation.

  5. Should have people like AVP / VP / CVP / Directors reporting to him.

  6. Strong leadership skills.

  7. Demonstrate experience in spearheading automation and digitization projects, with exposure to implementing Big Data, AI, and Bots.

  8. Familiarity with statistical analysis software such as Minitab or equivalent, along with strong analytical skills, is essential.


What is in it for you?

  • Attractive compensation

  • Senior Leadership Engagements

  • A stimulating working environment in an established brand


Reach Us: If you think this role is aligned with your career, kindly write me an email along with your updated CV on nikita.gupta@crescendogroup.in for a confidential discussion on the role.


Disclaimer: Crescendo Global is specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, colour, origin, gender, sexual orientation, age, marital status, veteran status or disability status.


Note: We receive a lotof applications on a daily basis so it becomes difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don’t hear back from us in 1 week. Your patience is highly appreciated.


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