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Role Title:
Head of Operations Excellence Department:
Operations Team:
Operations Excellence Location:
London Type:
Permanent About the role: The Head of Operations Excellence will lead the LII operational capability in overseeing process optimisation, process excellence, and knowledge management. They will work with regional COOs to drive continuous improvement, support alignment of business processes across regions to achieve global efficiencies, and establish best practices that enhance operational performance across regions and functions. This role will be instrumental in enabling LII to achieve strategic objectives and partnering across GRS to evolve globalised functions and optimise resourcing strategies through the use of outsourced capability. Additionally, this role will lead the Strategic Consultancy team, which provides market insights and business consultancy support to guide data-driven decisions and strategic enablement across LII. About the team: The Operations Excellence team will be a capability of expertise for process optimisation, knowledge management, and business process improvement within LII. It will serve as a critical function to demand pillars, supply functions, and strategic initiatives by providing resources, insights, and consulting capabilities that support transformation and operational efficiency. The team will partner closely with COOs to optimise alignment with the GRS global operations efforts and regional needs. It will operate as a trusted advisor, delivering insights and supporting strategy development that will enhance decision-making and performance across LII. They will support the LII organisation in the execution of customer experience strategy as a key pillar in operational excellence. Key Responsibilities: Shape and lead the newly established LII Operations Excellence function, developing an operating model that fosters collaboration, transparency, and accountability across business, product, and technology teams and partners within GRS supply capabilities. Lead efforts to improve operational efficiency by implementing process optimisation initiatives or supporting broader transformation efforts across LII, identifying and implementing improvements to enhance productivity, efficiency, and quality. Drive continuous process excellence, ensuring that all business processes are developed to best practice and LII goals. Work with GRS Operations networks to establish and implement operational excellence by standardising approaches, tools, and methodologies globally. Act as a strategic partner and provide subject matter expertise in operational impact assessment and change to the transformation team, LSM 2.0 Strategic alignment, and regional and functional leaders. Provide business analysis resources to support strategic transformation initiatives, ensuring data-driven insights and processes assessments guide decision-making and analytical expertise. Build and maintain a knowledge management system that centralises and disseminates process expertise and operational insights, enabling teams to leverage knowledge effectively. Oversee the consultancy team, delivering market insights, competitive analysis, and business consultancy to support strategic design, identify opportunities for growth, and enable strategic decision-making. Act as a trusted advisor to business functions by offering consultancy and expertise on the operational and market trends that drive competitive advantage. Be a change agent, promoting operational excellence and fostering buy-in across teams for continuous improvements. Lead, coach, and mentor teams across Operational Excellence, enabling them to develop their career paths and develop as high-performing individuals. Support the consistency in delivery of customer experience by driving process improvements, service quality, and feedback loops to deliver operational efficiencies. Experience: Proven experience in leading process optimisation, operational excellence, or a similar function within the insurance industry in a complex, global organisation. Extensive experience in driving large-scale process improvements, with a demonstrated understanding of process improvement methodologies (Lean, Six Sigma). Experience in setting up or partnering to develop a Centre of Excellence with a focus on process standardisation and knowledge management. Strong expertise in business analysis, with experience in providing support for strategic transformation initiatives. Experience in developing and implementing customer experience strategies and experiences. Strong leadership skills with experience in developing high-performing teams and fostering a culture of continuous improvement. Excellent stakeholder management skills, with a collaborative approach to working with cross-functional teams, senior leaders, and external partners to drive cohesive impactful results. Demonstrated ability to collaborate with cross-functional stakeholders, offering insights and analysis that support strategic transformation initiatives. Ideally, experience in or knowledge of the retail insurance industry.
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Head of Operations Excellence Department:
Operations Team:
Operations Excellence Location:
London Type:
Permanent About the role: The Head of Operations Excellence will lead the LII operational capability in overseeing process optimisation, process excellence, and knowledge management. They will work with regional COOs to drive continuous improvement, support alignment of business processes across regions to achieve global efficiencies, and establish best practices that enhance operational performance across regions and functions. This role will be instrumental in enabling LII to achieve strategic objectives and partnering across GRS to evolve globalised functions and optimise resourcing strategies through the use of outsourced capability. Additionally, this role will lead the Strategic Consultancy team, which provides market insights and business consultancy support to guide data-driven decisions and strategic enablement across LII. About the team: The Operations Excellence team will be a capability of expertise for process optimisation, knowledge management, and business process improvement within LII. It will serve as a critical function to demand pillars, supply functions, and strategic initiatives by providing resources, insights, and consulting capabilities that support transformation and operational efficiency. The team will partner closely with COOs to optimise alignment with the GRS global operations efforts and regional needs. It will operate as a trusted advisor, delivering insights and supporting strategy development that will enhance decision-making and performance across LII. They will support the LII organisation in the execution of customer experience strategy as a key pillar in operational excellence. Key Responsibilities: Shape and lead the newly established LII Operations Excellence function, developing an operating model that fosters collaboration, transparency, and accountability across business, product, and technology teams and partners within GRS supply capabilities. Lead efforts to improve operational efficiency by implementing process optimisation initiatives or supporting broader transformation efforts across LII, identifying and implementing improvements to enhance productivity, efficiency, and quality. Drive continuous process excellence, ensuring that all business processes are developed to best practice and LII goals. Work with GRS Operations networks to establish and implement operational excellence by standardising approaches, tools, and methodologies globally. Act as a strategic partner and provide subject matter expertise in operational impact assessment and change to the transformation team, LSM 2.0 Strategic alignment, and regional and functional leaders. Provide business analysis resources to support strategic transformation initiatives, ensuring data-driven insights and processes assessments guide decision-making and analytical expertise. Build and maintain a knowledge management system that centralises and disseminates process expertise and operational insights, enabling teams to leverage knowledge effectively. Oversee the consultancy team, delivering market insights, competitive analysis, and business consultancy to support strategic design, identify opportunities for growth, and enable strategic decision-making. Act as a trusted advisor to business functions by offering consultancy and expertise on the operational and market trends that drive competitive advantage. Be a change agent, promoting operational excellence and fostering buy-in across teams for continuous improvements. Lead, coach, and mentor teams across Operational Excellence, enabling them to develop their career paths and develop as high-performing individuals. Support the consistency in delivery of customer experience by driving process improvements, service quality, and feedback loops to deliver operational efficiencies. Experience: Proven experience in leading process optimisation, operational excellence, or a similar function within the insurance industry in a complex, global organisation. Extensive experience in driving large-scale process improvements, with a demonstrated understanding of process improvement methodologies (Lean, Six Sigma). Experience in setting up or partnering to develop a Centre of Excellence with a focus on process standardisation and knowledge management. Strong expertise in business analysis, with experience in providing support for strategic transformation initiatives. Experience in developing and implementing customer experience strategies and experiences. Strong leadership skills with experience in developing high-performing teams and fostering a culture of continuous improvement. Excellent stakeholder management skills, with a collaborative approach to working with cross-functional teams, senior leaders, and external partners to drive cohesive impactful results. Demonstrated ability to collaborate with cross-functional stakeholders, offering insights and analysis that support strategic transformation initiatives. Ideally, experience in or knowledge of the retail insurance industry.
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