Senior Process Optimisation Specialist

Role Title: Senior Process Optimisation Specialist

Department: Operations

Division: Strategic Operations

Location: London, Hybrid

Type: Permanent

About the Role:

The Senior Process Optimisation Specialist is responsible for contributing to the execution of Right Work Right Desk, operating model and continuous improvement initiatives, in line with strategy, across LII. The role holder will play an important role in helping to foster a culture of ongoing and sustainable change through the embedding of standardization and Optimisation methodologies, change management, and the implementation of the supporting framework to deliver a “common as possible, different as necessary” mind-set throughout LII.

About the Department & Team:

The Process Optimisation team, within Operations Excellence, is responsible for:

• Working alongside LII front office and support functions to proactively identify opportunities and design process standards to work more efficiently and effectively.
• Challenging existing methods and procedures and explore alternative solutions to complex problems.
• Designing and shaping operating models, developing the associated organizational capabilities to deliver value.
• Identify opportunities to deploy technology and automation solutions to streamline the end to end process
• Keeping in touch with developments and advancements inside and outside of the insurance industry, making recommendations on how to drive growth at GRS.
• To build and maintain a wide-reaching internal network whilst driving external partnerships with LII’s peers and market leading organisations
• Working with senior management to assist in the development and delivery of growth strategies based on an in-depth understanding of customer needs.

Key Responsibilities:

Ownership:

• Identifying and designing scalable, automation-ready processes aligned with business strategy.
• Oversee the reporting of key operational KPIs; identify systemic performance gaps and hold the business accountable for agreed-upon improvements.
• Lead the change management aspect of process re-engineering, ensuring that new workflows are adopted smoothly by global teams.
• Lead targeted process improvement initiatives where central coordination, pace or cross-functional alignment is needed.
• Manage a team of Process Optimisation Specialists to deliver service improvement activity across the business through employing process improvement methodologies and the application of innovative thinking.
• Evaluate existing and proposed business processes through the definition of best practices and standards.
• Lead on the definition and delivery of Optimisation initiatives from evolution/efficiency identification through to implementation.
• Work with the UK&MENA Lead and Regional COOs to ensure the business impact and dependencies are identified, reported on and managed at all times.
• Keep abreast of, and understand the impact of, market processes and initiatives that potentially could impact the LII operations.

Cultural Impact:

• Working with the Head of Operations Excellence and multi-location key business stakeholders, to build an Optimisation environment which supports an ongoing programme of enhancement and efficiency.
• Design and deliver Optimisation coaching to business stakeholders

Run:

• Identify and deliver service improvement activity across the business through employing process improvement methodologies and the application of innovative thinking.
• Work with the Regional COOs to secure appropriate business sponsorship for the initiatives and track through associated benefits.
• Lead and facilitate Optimisation based workshops to drive ideas and solutions
• Delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within business processes and identification of improved ways of working, including the use of data and technology assets.
• Actively identify potential risks and issues with those initiatives and manage their resolution.
• Identify trends and process variations as part of establishing an Optimisation monitoring system.
• Elicit requirements and drive process change using staff interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, business analysis and workflow analysis.
• Work with other team members and business services departments to devise new support material based on the revised processes, to include training, reporting and systems enhancements.
• Contribute to the ongoing maintenance of the LII process taxonomy.
• Adherence to all relevant regulatory requirements forms part of your role, and the demonstration of behaviours as set out in the Conduct Risk Policy, as they relate to your role, is core to LII commitment to our Liberty Values, placing customers at the centre of our business and behaving with integrity. LII expects you to understand your responsibilities relating to all regulatory and internal requirements, and to proactively demonstrate compliance with these requirements and behaviours at all times. These requirements include the Senior Managers and Certification Regime Conduct Rules ,Solvency II, fair treatment of customers, Financial Crime, Data Protection, Conflicts of Interest, and Whistleblowing

Skills and Experience:

• A proven track record of defining and delivering complex Optimisation initiatives
• Extensive London Market/ General Insurance business analysis experience and knowledge of CI/ Lean methodologies
• Experience in automation and process intelligence tooling, with AI task and process mining experience preferable
• Experience in managing and supporting a team preferable
• Extensive experience of understanding the relationships, dependencies and impacts of change on multiple systems, teams and processes
• Experience working in large organisation – multi-national preferable but not essential
• Experience of formal change structure and disciplines
• Ability to work independently
• Appreciation of various Change Management methodologies
• Strong analytical and problem-solving skills

About Liberty Specialty Markets (LSM)

Liberty Specialty is part Global Risk Solutions and the broader Liberty Mutual Insurance Group, which is a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets.

Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through:

• Offering a vibrant and inclusive environment and committing to their career development.
• Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment.
• Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals.
• A supportive culture, which includes promoting a healthy work-life balance and working flexibly.

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