Priya P Malhotra
Process Excellence • Digital Transformation • Communication Journeys • Customer Experience Strategies • Process Designing & Innovation • Value Chain level • Process Re-engineering
- Role
- Chief Manager - Business & Service - Process Excellence at HDFC Life
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Priya P Malhotra
With over 15+ years of enriching experience in the BFSI industry, I’ve built my career at…
Experience
Chief Manager - Business & Service - Process Excellence
Aug 2022 — Present · Mumbai, IN
Responsible for enhancing business operational and service efficiency across functions by implementing effective process improvement strategies. Driving new process improvement strategies into projects in collaboration with stakeholders and vendors to enhance customer experience (CX) and customer service (CS).Meticulously documenting processes in a standard format at value chain level using ARIS software with end-to-end detailing of stepwise attributes.Analyzing processes to identify risk and failure modes and proposing recommendations based on severity scores resulting.Developing key performance indicators (KPIs) to monitor and measure the success and impact analysis of projects executed.Collaborating with stakeholders across HDFC Life Insurance to identify opportunities for eliminating non-value-added steps, structuring processes into value chains, bringing in improvements, and developing strategies to achieve business objectives.Ensuring compliance with regulatory requirements and internal policies and procedures.Conducting comprehensive research and benchmark landscaping to ascertain the best practices carried out across the industry.Conducting training to provide guidance/support to team members to ensure the successful implementation of process improvements.
Education
Indian Institute of Management, Calcutta
Design Thinking & Innovation Management
Swami Vivekananda Institute of Arts, Commerce & Science
Bachelor's of Commerce
2004 — 2008
St Anthony's Girls High School, Mumbai
Secondary School
1993 — 2003
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