Manager/Senior Manager for Service Excellence

Job Description

Sr. Manager / Manager for Process Improvement in this role get to: 

Continuous Improvement & Transformation

• Apply Lean/Six Sigma methodologies to improve performance, reduce waste, and enhance productivity across multiple sites and functions.
• Lead transformational initiatives to adapt operations in line with evolving industry and market trends.
• Define, optimize, and maintain end-to-end processes to ensure maximum efficiency.
• Lead SLA baselining, AHT optimization, and KPI tracking to meet and exceed operational targets

Project Leadership & Delivery

• Prioritize, scope, and execute high-impact improvement projects, ensuring delivery within budget, timelines, and defined benefits.
• Lead cross-functional teams to map current processes, identify gaps, and implement improvement roadmaps.
• Conduct root cause analysis (RCA) and problem-solving to address performance bottlenecks 

Stakeholder Collaboration & Change Management

• Build and maintain relationships across functions to identify improvement opportunities and implement measurement systems.
• Partner with IT to align on current and future technology needs for process optimization.
• Drive change management initiatives to embed a culture of continuous improvement and operational excellence.
• Coach and mentor stakeholders at all levels to adopt Lean principles and best practices.

Performance Measurement & Governance

• Define and monitor Key Performance Indicators (KPIs) to measure process efficiency and project impact.
• Establish governance frameworks to sustain improvements and track benefit realization.
• Collaborate with leadership to ensure strategic alignment and delivery of organizational goals.

Qualifications

Our most successful candidates will have:

• Education: Bachelor’s Degree required; MBA preferred but not required.
• Certification: Certified Six Sigma Black Belt (mandatory; Green Belt Certified with significant Black Belt Trained project experience)

• Minimum 8 years’ experience in Service Excellence, Quality, or Process Improvement roles, with at least 5 years in US/UK Insurance operations.
• Proven expertise in project management, Six Sigma/Lean initiatives, process transformation, automation, P&L analysis, and continuous improvement.
• Technical Skills: Minitab, MS Excel, MS PowerPoint; experience in analytics and statistical problem-solving.
• Soft Skills: Strong quantitative and analytical problem-solving ability. Ability to influence without authority and inspire cross-functional teams. 

Additional Information

All your information will be kept confidential according to EEO guidelines.