About the role

Job Title: Manager – Continuous Improvement

Organization: Willis Towers Watson (WTW)
Domain: Insurance / BFSI
Experience: 10+ years
Location: Vikhroli, Mumbai
Shift: 6:30 PM – 3:30 AM (Night Shift)
Work Style:

Initial 1–2 months: Work from Office
Thereafter: Hybrid (minimum 5 days/month from office)

Role Overview

The Manager – Continuous Improvement will play a critical role in driving process excellence, operational efficiency, and transformation initiatives across WTW’s Insurance/BFSI operations. This role will partner closely with global stakeholders to identify improvement opportunities, lead structured transformation programs, and embed a culture of continuous improvement using industry best practices and digital enablement.

Key Responsibilities

Lead end-to-end process improvement and operational excellence initiatives across Insurance/BFSI operations using structured methodologies.
Identify inefficiencies, risks, and improvement opportunities through process diagnostics, data analysis, and stakeholder inputs .
Design and implement process optimization, standardization, and simplification initiatives to improve productivity, quality, and customer outcomes.
Drive continuous improvement frameworks such as Lean, Six Sigma, Kaizen, or similar methodologies.
Lead and manage cross-functional transformation projects , ensuring timely delivery, measurable outcomes, and stakeholder alignment.
Collaborate with business and technology teams to identify and implement automation opportunities , including RPA-enabled solutions .
Track and report key performance indicators (KPIs), benefits realization, and improvement metrics to senior leadership.
Act as a trusted advisor to senior stakeholders, influencing change and driving adoption of new processes and ways of working.
Support change management efforts including communication, training, and transition planning to ensure sustained improvements.
Mentor and guide teams on continuous improvement tools, best practices, and problem-solving approaches.

Required Skills & Experience

10+ years of validated experience in process improvement, process excellence, operational excellence, or transformation roles .
Strong domain exposure within Insurance or BFSI environments (operations, shared services, or consulting).
Proven experience leading large-scale improvement or transformation programs with measurable business impact.
Solid understanding and hands-on exposure to Lean / Six Sigma / Continuous Improvement methodologies .
Working knowledge of Robotic Process Automation (RPA) and ability to identify automation use cases.
Strong project management skills , with experience managing multiple initiatives in parallel.
Excellent stakeholder management and communication skills , including engagement with senior/global stakeholders.
Strong analytical and problem-solving capabilities, with a data-driven mindset.
Comfortable working in a global setup and night shift environment .

Preferred / Nice to Have

Lean Six Sigma certification (Green Belt / Black Belt).
Experience working in global consulting or large multinational environments.
Exposure to digital transformation, analytics, or intelligent automation initiatives.