Senior Service Improvement Analyst

Hiscox Ver Empresa

Não especificado

Job Description

Hiscox……….bring your whole self to work!

We recognise the need for greater flexibility and know how important this is to you. We are happy to consider flexible working arrangements with this vacancy.

About Us

As an international specialist insurer we are far removed from the world of mass insurance products, selectively focusing on key areas of expertise and strength, all of which is underpinned by a culture that encourages us to challenge convention and always look for a better way.

Defined by our strong moral fibre we prioritise above all else the principle of doing what we say we will. Insuring the unique and interesting, our search for talent is the same. We empower our people to think creatively, challenge the status quo and approach things with a solutions focused lens. This results in us being able to provide the type of insurance solutions which are often too complex for other insurance companies, we find a way where others give up.

Our straight talking culture is not for everyone but allows us to strive to improve everything we do and never settle. Trust is integral to how we operate and it allows us to work in an environment where every role has a high level of autonomy; freedom to forge your path and help set the wider agenda is evident in all parts of the organisation. Through embracing an environment that brings together people who are unique and interesting we are ensuring we build a company where teams don’t all think the same – this, combined with a culture where courage to say what you think is not only actively encouraged but is central to our business model has defined our success.

If you thrive in a challenging and collaborative environment where you are trusted to work instinctively and know the company will stretch you to your full potential look no further.

Hiscox UK & Ireland

Hiscox UK & Ireland is a leading brand in the insurance market, recognised as setting the standards which others try to emulate. We consistently deliver strong growth and exceptional returns, recruiting only the very best and empowering them to deliver. We are known for insuring the homes of the rich and famous through to the most innovative technology companies. Our customers are diverse and unique and are only united by our ability to provide specialist insurance tailored to their needs.

The Role

The UKSC delivers operational excellence to our customers and our business. In this role, you will be solely responsible for driving efficiency and continual service improvements to provide world class service standard to our customers. As the first person in the role, it is a great opportunity to design it, and really make it your own.

This is a ‘hands on’ role and will require the production of a number of deliverables like planning and implementation of the transition as well as all support tasks like process documentation implementation of KPIs and controls.

Key Responsibilities

  • Process Improvement
  • Review and recommend process improvements and best practices to projects
  • Develop and implement the new solutions
  • Maintain working relationships with management in an effective and collaborative way
  • Responsible for supporting the measurement of benefits of potential service improvements and realizing those benefits following delivery
  • Look at the business using “Lean” techniques to ensure we deliver the best client value and reduce waste
  • Deal with complex process queries from the business and use them as a way to improve service
  • Communicate with the business on service improvements in their area
  • Agree any processes that need to be outsources to third parties
  • Demonstrate service excellence in response to process queries and service improvement ideas
  • Project Management
  • Manage the agreed program transformation projects – including the end to end planning to delivery and “go live” on time and to agreed budget
  • Manage the early life support of projects into stable service (3 months) in order to meet agreed KPI targets and hand over to operational teams
  • Identify, resolve and track risks and issues
  • Perform internal and external transition audits and support post go-live process by ensuring previous baselines are tracked and sustained.
  • Create and maintain appropriate documentation to support the delivery of a successful transition
  • Person Specification

You Will Ideally

  • Have a determination for quality, ablilty to provide ruthless focus, and be a real self-starter
  • Be creative, proactive, logical and innovative – identify what “could be” and demonstrate good problem solving and decision making skills
  • Evaluate the implications of various options before making a decision and take accountability for decisions
  • Resolve issues with limited guidance or intervention
  • Have intellect and gravitas to influence and gain credibility in business and management
  • Have excellent written and verbal communication skills and be able to convey ideas and information in a clear and appropriate manner to the level of the audience
  • Be self-confident and work well in cross-functional groups with peers and senior leaders
  • Be results driven, with the energy and determination to succeed in a very fast paced environment where the pace of response and leadership is critical to success
  • Be fluent in English
  • Be able to use Office, Visio and Microsoft Project or similar tools and have a good knowledge of Excel

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