Process Improvement Manager

Are you a driven and imaginative person who thrives on collaborating with stakeholders and achieving results? If that sounds like you, this might be the perfect opportunity.

We are on the lookout for a dynamic and forward-thinking individual to become part of our Innovation Team within the Travel Claims sector of the business.

We seek someone who can question the norm, learn, adapt, and bring new ideas to life. Your responsibilities will include:

• Interrogate complex data sets to identify actionable insights, trends and shape innovative solutions that drive continuous improvement
• Building and nurturing relationships with stakeholders
• Enhancing efficiency, reducing claims expenses, and improving customer experience

You will take charge of projects, ensuring they are managed within the set time and budget. Collaboration across teams will be essential, along with effective execution and monitoring of changes. The ideal candidate will have:

• Strong stakeholder management abilities
• An insatiable curiosity
• Proven data analysis skills

This position is crucial for the success of Travel as it propels our innovative initiatives and enhances our ability to fundamentally transform our operations, ensuring we meet our growth aspirations.

It’s an exciting time to join Travel as we are in a period of growth with ambitions to become the Market leader, dedicated to providing exceptional service and innovative solutions to our customers.

Being a smaller business area, Travel provides a unique opportunity where you will be working closely with Pricing, Product, Underwriting and Operations teams and have the chance to make a significant impact.

• Develop and maintain strong relationships with stakeholders to identify opportunities for innovation and improvement and deliver change initiatives
• Interrogate complex data sets to identify actionable insights, trends and shape innovative solutions that drive continuous improvement
• Lead projects for new initiatives through the whole project lifecycle, from project initiation through to benefits realisation, ensuring change is delivered effectively and performance is monitored to ensure benefits are achieved
• Collaborate with various departments to enhance the customer journey and improve the efficiency of claims handlers
• Plan, prioritise and document projects effectively to manage to time and budget constraints
• Facilitate and lead regular reviews of existing processes/claims spend to identify potential improvements
• Monitor and manage cost spend to ensure financial efficiency
• Build, drive and deliver a strong plan of change initiatives across a range of areas that delivers us an unmatched competitive advantage

• A curious and innovative mindset with a passion for continuous improvement
• Proven experience in senior stakeholder management, with an ability to engage, challenge and influence with stakeholders at all levels
• Strong analytical skills with the ability to interpret data, identify trends and act upon results
• Experience in change/project management and implementing new processes, with the ability to effectively manage multiple projects at once
• Excellent communication and people skills
• Able to independently organise, prioritise and manage workload
• Being brave in proposing new and innovative solutions that haven’t been tried before
• Highly motivated and ability to work at pace under your own initiative
• Be resilient to blockers and use ingenuity to overcome and move forward

• Be part of a forward-thinking team that values innovation and continuous improvement
• Opportunity to make a significant impact on our business and customer experience
• Collaborative and supportive work environment
• Flexibility and work-life balance, with time split between home and office

If you’re passionate about driving change and have the skills and experience we are looking for, we’d love to hear from you!

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