Hot Vacancy: Process improvement manager | London

Responsibilities and Accountabilities

1. Process Improvement

The Process Improvement Manager will play a fundamental role in the end-to-end management of the project portfolio across the business:

Responsibilities include:

• Analysing processes and making recommendations to resolve business problems
• Assisting stakeholders at every level to identify and define opportunities to gain benefit
• Proposing and delivering change initiatives to deliver benefit and service improvements
• Quantifying any financial impact of project portfolio delivery
• Managing the process improvement projects from the definition of scope through to delivery and beyond using methodologies such as DMAIC, DMADV etc
• Preparing and delivering presentations/communications to employees, stakeholders, and the senior management team as required
• Facilitating in the production of process definitions and flows in conjunction with the business.
• Assisting stakeholders in the construction of suitable communication material throughout the life cycle of each project
• Establishing and enhancing processes and quality management systems to monitor process efficiency and effectiveness
• Acting as a highly proficient technical point of reference for Lloyd’s in the appropriate use of process improvement methodologies and tools.

2. Stakeholder Management

The Process Improvement Manager has a duty to build and maintain effective stakeholder relationships in a positive way at every level.

Responsibilities include:

• Recognised in the business as a go-to person for information and/or advice in the context of business process transformation
• Maintaining highly effective regular stakeholder contact through face-to-face, written and oral communication
• Articulating the stakeholder position internally and externally (where appropriate) in a professional manner in order to safeguard Lloyd’s reputation in the market
• Dealing with stakeholder queries professionally and expeditiously creating an environment where colleagues and customers recognise positive outcomes
• Maintaining a solid understanding of high level processes and procedures internally with the ability to articulate and engage in market discussions on behalf of the organisation

3. Ambassador for Change

The Process Improvement Manager should demonstrate professionalism and a positive work ethic.

Responsibilities include:

• Setting and maintaining the highest professional standards in all dealings
• Being recognised as an ambassador for Lloyd’s and a role model in this regard
• Maintaining a positive attitude towards change internally and externally
• Recognising the impact of change on colleagues and customers and supporting positively and sensitively all parties on the journey
• Making rational decisions, taking steer from Head of Process & Change where appropriate and knowing when to refer matters
• Demonstrating and encouraging excellent commitment to the achievement of team objectives
• Acting as a coach / mentor to other members of Process & Change. Listening and offering support, advice, assistance and encouragement to colleagues across the business

4. Training Coaching and Mentoring

The Process Improvement Manager has a duty to train, coach and mentor Green Belts in a manner that ensures their full potential is achieved. They will be responsible for creating and managing a programme to engender a continuous improvement culture and embed it leveraging a range of recognised methodologies.

Responsibilities include:

• Training, coaching and mentoring team to a high standard ensuring successful delivery, benefit realisation and sustainability of all projects
• Encouraging, supporting and mentoring Green Belts in gaining Black Belt certification where appropriate
• Directing of training paths and business awareness of process improvement methodologies such as Kaizen, Yellow/Green belts certification etc.
• Remaining knowledgeable and aware of current market thinking through self directed professional reading and market interface.

Skills, Knowledge and Experience

Skills

• Excellent presentation, interpersonal and communication skills with the ability to relay information clearly and concisely in both written and verbal communications
• Ability to listen to and resolve customer issues whilst preserving positive relationships (by being effective, efficient, tactful and courteous)
• Strong people skills in frequently creating and maintaining relationships with various types of individuals within the business and at different levels
• Must have the ability to work in a fast moving matrix management environment with many often conflicting demands
• A strong organiser; able to manage time without supervision to ensure deadlines are achieved and multi tasking abilities in balancing a number of priorities at any one time
• Excellent financial, quantitative and analytical skills with a degree of numeracy and previous exposure to financial budgeting.
• Strong influencing skills with the ability to influence change in a positive manner
• Ability to use all Microsoft packages as an advance user or trainer level

Behaviour

• High energy and a passion for creating positive improvement and business transformation
• Leads by example with strong influencing and negotiation skills to engage others to support change initiatives; promotes a professional image of self, the team and Lloyd’s.
• High degree of accountability
• Autonomy “” managing time efficiently and effectively without supervision
• Self motivated and should not require chasing for responses or outstanding actions

Experience & Qualification

• Black Belt Certification essential
• Proven experience in a process improvement environment
• Experience of managing multiple projects within a complex professional environment
• Extensive experience in business analysis, process improvement and / or change management
• Evidence of high degree of independent judgment for decision making and problem solving
• Highly numerate

Desirable:

• Knowledge of the London Insurance Market Business Process
• Previous Master Black Belt roles (or nearest equivalent)
• Understanding of process automation solutions available in the market
• Experience in the delivery, application and driving of the process methodology and standardisation initiatives such as DMADV, DMAIC, GB/YB & Kaizen