Job Title: Operations Excellence Process Engineer
Location: Flexible, with travel to office as needed
Role Overview
Operational Excellence and Continuous Improvement (CI) are considered 'Core' capabilities in the Group Operations Target Operating Model. Operations Excellence provide an essential delivery engine and are deployed across Group Wide Operations Green belt qualified, you will be expected to lead small scale project delivery across group wider operations covering full project lifecycle including delivery, implementation, and benefit realisation. You will undertake analysis and discovery work to identify new improvement opportunities. The deliverables of these projects and opportunities contribute to the overall Operational Excellence targets. Will be required to establish effective relationships with key stakeholders and develop awareness of their processes and priorities in order to successfully deliver improvement. This is a group wide role which can be based in any of the main brand offices with remote working. Some travel to other group locations will be required from time to time.
Key Accountabilities and Responsibilities
Proactive identification and scoping of new opportunities, through the monitoring of VOC and other sources of customer and colleague verbatim. Experienced in change delivery and change lifecycle circa 2 - 5 years. Undertake analysis detailed process, data, VOC analysis, and root cause analysis using Atlanta Way/Green Belt methodology. Green Belt accredited and certified with multiple Atlanta Way projects delivered. Responsible for the project's compliance within the agreed project delivery framework. Delivery of process and problem-solving projects across group wide operations, while supporting larger programme workstreams to support the Operations Excellence Objectives (Deliver 300% ROI on A‑Way Projects). Lead small scale project delivery across group wider operations covering full project lifecycle including delivery, implementation, and benefit realisation. Establish appropriate governance, change control, Atlanta Way project gating, and actively participate in governance forums when required. Responsible for the successful coaching of one Analyst per year through their Atlanta Way journey and Green Belt accreditation. Support and conduct aspects of business readiness as required and may be directly correlated to project delivery. Coordinate delivery of Agent Guidance / Script changes where prioritisation is necessary. Provide analytical and delivery support to key group wide projects. Proactive management of stakeholders at middle and senior management level, working closely with them through the project lifecycle, including discovery, implementation, and benefits realisation. Manage key project communications, including reporting into the relevant governance boards when necessary. Act as key point of contact for 3rd‑party suppliers to Operations Excellence on an ad hoc basis, when required.
Skills, Experience and Knowledge
* Green Belt certified
* Experience of coaching others and application of the Green Belt toolset
* Strong analytical skills with the ability to interpret data and processes
* Excellent stakeholder management skills in guiding stakeholders through the full project lifecycle
* Exceptional attention to detail and ability to set and maintain exacting standards
* Process mapping to Level 3 and 4 as well as procedure and agent guidance levels
* Benefits Management and robust understanding of project governance
* High quality reporting and documentation
* Data and process analysis
* Good knowledge of insurance industry, products, services and customer processes
* Minimum education to GCSE standard with good grades
* Competent in MS Office suite – Excel, Visio, PowerPoint, Word, Outlook
* Desirable: Educated to A‑Level or higher education level
* Knowledge and experience of process mapping standards e.g. BPML and associated symbols/template
* Process analysis skills and experience
* Full-cycle project / change delivery experience
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