Bradley David Associates is working with a leading financial business on the search for a Operational Excellence Manager. This is a 6 months fixed term opportunity.
* Salary: £60,000 - £74,000 dependent on experience
* Bonus: 12.5% - 18.75% of total salary
* Car Allowance: £5,400
* Market leading perks and benefits
Job Summary
The Operational Excellence Manager plays a key role in driving large-scale initiatives aimed at enhancing service quality across the Protection Customer Services department. This position is focused on delivering outstanding customer experiences by identifying opportunities for process improvement and ensuring procedures are clear, efficient, and easy to train. The role also involves managing and executing projects on time, within scope and budget, while upholding high standards of quality and stakeholder satisfaction.
Key Responsibilities
Process Optimisation & Training Readiness
* Lead significant improvement initiatives aligned with strategic goals to enhance operational efficiency.
* Identify, assess, and streamline processes for standardisation and simplification.
* Create comprehensive documentation to support training and ensure process clarity.
* Set and track performance metrics to ensure consistency and continuous improvement.
Project Management
* Oversee a variety of projects and organisational changes, ensuring alignment with company objectives and regulatory requirements.
* Lead cross-functional project teams with clear communication and direction.
* Monitor progress, manage risks, and implement mitigation plans to achieve successful outcomes.
* Secure and coordinate resources across departments to support project completion.
Process Improvement
* Apply Lean, Six Sigma, and other methodologies to support continuous improvement efforts.
* Track the status and outcomes of improvement projects, ensuring milestones and benefits are achieved.
* Allocate resources effectively to support team performance and project delivery.
Customer Service Excellence
* Drive improvements in customer service across Accounts, Life Claims, and Flex teams.
* Enhance customer satisfaction through efficient service delivery and refined claims processes.
Leadership & Team Development
* Mentor and support team leaders in their professional growth and leadership development.
* Promote a culture of innovation, flexibility, and continuous improvement within teams.
Quality & Performance Standards
* Ensure processes and services consistently meet high standards of quality and operational excellence.
* Foster a high-performance culture focused on continuous improvement and accountability.
Requirements
Who You Are
Technical Expertise
* In-depth knowledge of insurance products, services, and relevant regulations.
* Skilled in Lean, Six Sigma, and continuous improvement practices.
* Familiar with risk management and compliance requirements.
* Demonstrated success in delivering high-quality, on-time, and within-budget projects.
Communication & Leadership
* Effective leadership skills with the ability to inspire and guide teams toward shared goals.
* Strong written and verbal communication skills to clearly articulate strategies and changes.
* Proven experience in stakeholder management and cross-functional collaboration.
Relationship Management
* Strong interpersonal skills with the ability to build productive relationships with colleagues and stakeholders.
Proactive & Solution-Oriented
* Excellent analytical and problem-solving abilities to address inefficiencies and operational challenges.
* Confident decision-maker, capable of driving effective, innovative solutions.
Team Development & Growth
* Experienced in leading teams through change and transformation.
* Committed to fostering a feedback-driven culture that supports learning and development.
Benefits
* Bonus scheme
* Additional leave
* Company car
* Company events
* Company pension
* Cycle to work scheme
* Employee discount
* Health & wellbeing programme
* Life insurance
* Private dental insurance
* Private medical insurance
If you are interested and have the relevant experience, please click apply to be contacted by a member of the team. You can also text your full name + 'Ops Excellence' to 07470 312674