Roshan Alphonso
Wollert,VIC
Summary
Boasting more than a decade of experience in implementing lean Six Sigma methodologies and process optimization, Led transformative initiatives resulting in significant wastage reduction and substantial productivity increases. My expertise in data analysis and Six Sigma skills have played a pivotal role in driving key operational enhancements.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Continuous Improvement Specialist
Aware Super
07.2020 - Current
- Leading a portfolio of Continuous improvement initiatives across Operational value streams, improving Member Experience and enhancing efficiencies.
- Collaborated with cross-functional teams to drive continuous improvement initiatives, increasing overall productivity by 12-15%.
- Mapping customer journeys as part of Straight Through Processing (STP) reviews for critical Member transactions to reduce manual exceptions.
- Optimised the Superstream Contributions process to introduce additional Member matching rules that improved the STP rate by 0.6% reducing manual handling.
- Led a project that optimized the Compassionate Grounds withdrawal process, reducing end to end cycle time from 7 days to same day.
- Actively leading an initiative to introduce a document upload functionality to reduce paper by 51% thereby documents reaching the Fund faster by at least 3 to 5 days.
- Automated the death claim initiation process reducing the wait time for claimants by 7 days.
- Implemented a workflow allocation system to minimize manual task distribution and accurately prioritize critical work areas according to SLA requirements.
Insurance & Claims Consultant
VicSuper Pty Ltd. (now Aware Super)
04.2018 - 06.2020
- Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters.
- Resolved complex claims, utilizing expert knowledge of policy coverage and industry regulations.
- Provided expert advice on coverage limits and exclusions, helping clients make well-informed decisions about their insurance needs.
- Negotiated favorable settlements for clients, maintaining a high success rate in claim resolutions.
Process Excellence Consultant
BMW Financial Services – BMW Group
07.2017 - 12.2017
- Driving process harmonization (standardization) across the APAC region resulting in 7% efficiency gains.
- Reviewed and too appropriate corrective/preventive actions to uplift the process maturity score by 10 basis points.
- Managed a portfolio of process improvement initiatives driving operational metrics related to Cost, Quality, Speed, Process maturity and Customer satisfaction
- Led the operational departments in the creation, monitoring, measurement and analysis of standardized processes
Sr. Project Manager (Lean Six Sigma)
HDFC Bank
04.2011 - 12.2016
- Responsible for driving continuous improvement projects across Retail and Business Banking verticals.'
- Led a team of 6 Project Managers, responsible and accountable for driving Lean Six Sigma projects focused on process re-engineering through automation.
- Designed and deployed the Lean Six SIgma Yellow Belt program for 80,000+ employees with nearly 65% uptake.
- Successfully re-engineered the Working Capital loan approval process from 33 days to 4 days thereby improving revenue by INR18 crore (Approx. AUD 3.2M)
- Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
Project Manager (Lean Six Sigma)
Wipro BPO (A Division of Wipro Ltd.)
03.2008 - 04.2011
- Responsible for handling a program with strength of 400+ FTEs performing reservations and ticketing for Singapore Airlines and an account with strength of 90+ FTEs for FedEx UK.
- Facilitated a Continuous Improvement project to reduce call volume for reservations and ticketing by introducing IVR options based on Customer touch points.
- Reduced Turn Around Time(TAT) on package tracing from 43 hours to below SLA of 36 hours, thereby improving efficiency by 22%.
- 120+ hours of Green Belt training conducted.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
Assistant Manager (Quality Process Excellence)
Stream Global Services
09.2002 - 03.2008
- Part of the team that developed, reviewed and streamlined Stream’s Business Excellence System based on the ISO and COPC standards
- Conducted Internal Quality Audits to check compliance against the documented processes
- Prepared Internal audit reports giving root causes & suitable Corrective / Preventive actions
- In charge of the 'Change Management' system to record, update and measure all the changes
- Administered performance management by: Diagnosing improvement opportunities, Providing effective feedback, Coaching, Training, & Corrective action plans
Education
Master of Arts - History
University of Mumbai
Mumbai, India01.2005
Bachelor Of Commerce - Financial Auditing & Accounting
University of Mumbai
Mumbai, India01.2002
Skills
- 5S methodology
- Operations Management
- Cycle Time Reduction
- Kaizen methodology
- Workflow Optimization
- Cost Reduction
- Stakeholder Management
- Lean Six Sigma
Certification
- Certified Six Sigma Master Black Belt, Indian Statistical Institute - 2015
- Certified Six Sigma Black Belt, Wipro Learning Academy-2010
- Certified Lead Auditor for QMS ISO 9001:2000, Total Quality Management Institute, India - 2007
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Marathi
Professional Working
Timeline
Continuous Improvement Specialist
Aware Super
07.2020 - Current
Insurance & Claims Consultant
VicSuper Pty Ltd. (now Aware Super)
04.2018 - 06.2020
Process Excellence Consultant
BMW Financial Services – BMW Group
07.2017 - 12.2017
Sr. Project Manager (Lean Six Sigma)
HDFC Bank
04.2011 - 12.2016
Project Manager (Lean Six Sigma)
Wipro BPO (A Division of Wipro Ltd.)
03.2008 - 04.2011
Assistant Manager (Quality Process Excellence)
Stream Global Services
09.2002 - 03.2008
- Certified Six Sigma Master Black Belt, Indian Statistical Institute - 2015
- Certified Six Sigma Black Belt, Wipro Learning Academy-2010
- Certified Lead Auditor for QMS ISO 9001:2000, Total Quality Management Institute, India - 2007
Master of Arts - History
University of Mumbai
Bachelor Of Commerce - Financial Auditing & Accounting
University of Mumbai
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