Key Deliverables

Develop Product/ Work/ Client Segmentation and Target Operating Model to help improve service delivery (Quality, TAT, Risk, C-Sat) to the client and minimize over/ underservicing
Map the Service Delivery Operation – End to End and identify opportunities to improve flow (remove bottlenecks) in Service Delivery to the client and eliminate internal Operational waste
Minimize process complexity and variation, Standardize Operational activities
Assess existing Operational processes to determine ‘% automation potential’, recommend very specific changes to the existing Operational activities to help increase ‘automation readiness’
Determine Operational Capacity requirements (highlight mismatches). Recommend solutions to improve Productivity and Utilization that will help deliver ‘efficiencies’
Ensure the WTW Op-Ex methodology, tools, and thinking are embedded into the operation and applied accurately and consistently
Publish learnings post each initiative to enrich the Op-Ex intellectual capital in the organisation
Identify implementation risks and barriers to adoption and develop risk mitigation strategies to optimise the success of Op-Ex deployments
Setup Quality and Knowledge Management frameworks to support Operational sustainability

The Requirements

Degree from premier institutes
Certifications in Lean, Six Sigma, Agile, Systems Thinking, Design Thinking, PMP
Business Management Degree from premier institutes preferred

Knowledge/ Skills/ Experience:

Minimum 10+ years work experience as a Business Change, Transformation and Operational Excellence consultant with organizations in Insurance and Insurance Broking, Human Capital Benefits, Banking, Financial Services, Ecommerce
Completed large organization wide Change and Transformation programs. Has a track record of delivering efficiency / benefits.
Excellent Communication (written and verbal) and Presentation skills
Solid Program and Project management skills
Working knowledge of Robotics Process Automation tools
Solid Client Relationship Management and Stakeholder Management skills

Continuous improvement Manager

WTW