Role Title: Senior Process Analyst - £75k
Department: Transformation & Change
Location: London
Type: Permanent
About the Role
The Senior Process Analyst plays a critical role in designing, building, and implementing strategic operational initiatives across regions, capabilities, and business lines. Reporting to the Head of Operational Excellence, the role sits within a wider Transformation & Change function and is responsible for leading end‑to‑end process analysis and future‑state design aligned to long‑term strategic objectives.
Using Lean/Six Sigma methodologies, quantitative and qualitative data analysis, and modern automation/AI tools, the Senior Process Analyst will identify improvement opportunities, build business cases, define requirements, and support delivery of automation, BPO, and optimisation initiatives.
The role requires strong stakeholder engagement, the ability to influence at all levels, and the capacity to coach junior analysts while ensuring robust governance, documentation, benefits tracking, and regulatory compliance.
Key Responsibilities
Process Analysis & Design
* Lead detailed analysis to document current‑state workflows and design future‑state processes aligned to organisational strategy.
* Conduct structured root‑cause analysis to identify bottlenecks, waste, and operational variances.
* Provide clear options, impact assessments, and recommendations for improvement across multiple concurrent initiatives.
* Apply Lean, Six Sigma, and continuous improvement methods to drive efficiencies and consistency.
Documentation & Requirements
* Produce business cases, requirements specifications, benefits analysis, and detailed process maps.
* Define epics, user stories, and acceptance criteria for complex process and technology solutions.
* Use process mapping, automation, and AI‑enabled tools (e.g., process mining, LLM‑assisted documentation) to accelerate analysis and delivery.
Change, Automation & BPO Support
* Work closely with BPO/outsourced partners, defining service requirements, KPIs, SLAs and supporting end‑to‑end transition planning.
* Support vendor governance, performance monitoring, and continuous service improvement.
* Identify automation and digitisation opportunities and help drive integration with operational teams.
Stakeholder Engagement & Leadership
* Facilitate workshops and engagement sessions with cross‑functional stakeholders.
* Build strong relationships with technical and non‑technical teams to secure buy‑in and sign‑off.
* Coach and mentor junior analysts and SMEs on process improvement, BPO, automation, and AI concepts.
Governance, Reporting & Compliance
* Track and report programme progress, benefits realisation, risks, and issues to senior leadership.
* Ensure adherence to regulatory, compliance, and conduct standards (e.g., data protection, conflicts of interest, fair customer outcomes).
* Manage delivery commitments, maintain high-quality outputs, and meet agreed deadlines.
Skills & Experience Required
* 5+ years’ experience in senior‑level business or process analysis roles.
* Strong understanding of business analysis methodologies and process improvement frameworks.
* Excellent communication and stakeholder management skills, with experience presenting to business and technical audiences.
* Experience in insurance, reinsurance, or wider financial services (preferred).
* Experience working with London Market processes and delegated authority models (desirable).
* Hands‑on experience with BPO/outsourced service models including transitions, SLAs, KPIs, and vendor governance.
* Proficiency with MS Office and experience using process mapping tools (Visio, Lucid), automation platforms (UiPath, Power Automate), and AI/LLM/process mining tools.
* Strong analytical skills, with the ability to synthesise complex findings into clear, actionable recommendations.
* Experience writing epics, user stories, and acceptance criteria for technology-enabled change.
Desirable Qualifications
* Degree in Business, Finance, Engineering, Computer Science, or related discipline.
* Certifications such as Lean Six Sigma, CBAP, PMI‑PBA, or BPMN credentials.
* Demonstrated experience supporting BPO/vendor management in large‑scale transformation environments.