Process Excellence Manager Process Excellence Manager …

Canada Life Limited
in London, England, United Kingdom
Permanent, Full time
Last application, 23 May 20
Competitive
Canada Life Limited
in London, England, United Kingdom
Permanent, Full time
Last application, 23 May 20
Competitive
Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.
 
Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.
 
What we’re building 
 
We now need an Process Excellence Manager to support the transformation and the future growth of the business within the Customer Services function, so it can stand out for the experience and service we deliver by building on our service reputation, and delivering market-leading service excellence for our customers and advisers.
 
Job summary

Champion and drive the process improvement agenda across Customer Services
Take a lead role in the process governance framework and the effectiveness of our processes

Collaborates with key stakeholders across the business to achieve our customer goals
Develops a team of effective business process analysts

What you’ll do

Champion and drive the process improvement agenda across Customer Services
Take a lead role in the process governance framework and the effectiveness of our processes

Collaborates with key stakeholders across the business to achieve our customer goals
Develops a team of effective business process analysts

Who you are

To recruit, develop and coach direct reports, ensuring that the team members’ performance and capability aligns with the department objectives and standard industry expectations of a Business Process Analyst.  In addition, developing all employees to embed a process mind-set as part of Customer Services DNA.

Take responsibility for the Process governance framework, ensuring that standards are developed and maintained for how we manage and improve process. This includes our process ownership model, how processes are mapped, how they are improved, and how they are reported on.

Map processes to Customer Journeys and understand the moments or truth and pain points within the process, along with overall process performance (process time, cycle time, customer feedback, unit cost, volume etc.) to enable the effective prioritisation of improvement activities.

Deliver process improvement activities and projects (including but not limited to diagnostics, process mapping, model office use for roll out). Embed new ways of working and report on benefits realisation across the portfolio of ongoing improvement activities.

Establish data collection mechanisms, carry out data collection and conduct data and trend analysis. . Develop and Present Business cases and process performance to decision makers.  This includes delivering high quality investigation reports. Undertake structured reporting of all improvement activity on monthly basis.

Chair or contribute to governance forums as needed to drive the right outcomes for the Customer, Employees and Business. And develop informal networks to support a developing process focused environment.

Build and maintain effective working relationships with colleagues at all levels throughout the company and with external partners as appropriate. Influence, collaborate and engage with stakeholders at all levels to embed process thinking. Collaborate with other functions and programmes to share information and learnings

Qualifications

  • Lean and Six Sigma skills (Green Belt or Equivalent)
  • Minimum 5 A* - C  / 9 – 4 Grade GCSEs (including English and Maths) or equivalent – essential
  • Degree (2:2 or above) – Mathematics/Statistics/Business – or a degree that evidences numerate capabilities
  • Previous experience of Customer Services & Experience (Advantageous)
  • Process Automation & Insurance Industry knowledge (Advantageous)

What you’ll like about working here

 As a Canada Life UK colleague, you’ll receive a competitive salary and comprehensive reward package including car allowance, income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme. You’ll also receive the support you need with your personal and professional development.
 
Our focus is to have an engaged, committed and motivated work force, operating in a high performing and collaborative culture. We want to create an organisation that offers opportunities for all our people to develop their skills and talent, and build rewarding careers with us.
 
Diversity and inclusion
 

Canada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences.
 

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