Continuous Improvement Manager

Description - External
Here at AXA Partners, we give our customers and our people the confidence to progress. We're changing the way the world thinks about insurance, so come and shape the future of our business together. We're a team of technical experts, with diverse skills, experiences and backgrounds. We're the glue that ensures best practice and shared learning is applied across all of our business areas, giving our colleagues the confidence to grow and progress.
We currently have the exciting opportunity for an Continuous Improvement Manager to join our team based in Redhill, Surrey on a hybrid contract. This role attracts a base salary up to 45k depending on experience.
The role of Continuous Improvement Manager is central to realising the benefits of AXA Partners’ ongoing operational improvement programme by driving increased operational and commercial value from the UK and Ireland business operations.
Reporting into the eCare solution owner, this role will work closely with the Operations Leadership and wider operations colleagues to identify and implement more effective and efficient ways of working in UK and Ireland Operations.
Areas of focus include maximising opportunities through the existing Salesforce and digital solutions, customer service process reengineering and driving change through Continuous Improvement.
The role involves collaboration with many business functions in the UK and Ireland to enable the delivery of key outcomes, lead initiatives and achieve lasting behavioural and process change.
The role is an exciting opportunity to initially make a direct impact at the heart of our business, scope may expand as other business solutions evolve, thus requiring a high degree of energy from an experienced hands-on operations expert who can drive Continuous Improvement, navigate complex relationships and balance different business demands to generate benefit.
Dimensions of role
Across two sites – UK and Ireland including engagement with International teams
Working across UK’s Motor, Home and Travel product lines
Reports to eCare CMS Solution and Optimisation Lead
Collaborates with LPOs, BAs, SMEs and Operational managers, leading the delivery of business change
Collaborates within a global, matrix organisation
Key Responsibilities
Identify, document and continuously refine working Operations processes to optimise efficiency and promote standard performance and behaviours
Use data to identify patterns and anomalies in KPIs to target performance improvement interventions
Provide regular updates to relevant stakeholders
Use direct and indirect observational techniques to validate and enrich recommendations for operational efficiency changes
Collaborate with the Operational colleagues, Solution Owners and Technical teams to scope and specify new requirements for the global and local operations solutions;
Assist the workforce management team and data analytics team to develop , refine and keep current their operational management tools, reports and dashboards to improve the visibility, suitability and proactive management of operational KPIs
Assessment support model effectiveness; make targeted recommendations to improve the effectiveness of both and support the development/trialling/implementation of such changes
Support/Embed an innovation and Continuous Improvement culture throughout operations
Interface with Operations to leverage existing functionality and identify opportunities to enhance system capabilities