Head of Continuous Improvement and Performance

Company:

Marsh Risk

Description:

R_347257 - Head of Continuous Improvement and Performance

We are seeking a talented individual to join our Claims Operations team at BCS Marsh Risk. This role will be based in Norwich. This is a hybrid role that has a requirement of working at least three days a week in the office.

We are seeking a credible, inspiring leader with deep expertise in process excellence and strong operational capability. The successful candidate will be just as comfortable shaping strategy and influencing senior stakeholders as they are getting hands-on to drive change.

This is an exciting opportunity to shape and lead process excellence within the Marsh Risk UK Claims team. The role will be pivotal in simplifying how work is done, standardizing processes, improving scalability and control, and creating a better experience for both colleagues and clients.

The Head of Continuous Improvement and Performance role will set the strategic direction for process improvement across UK Claims Ops at Marsh Risk and will include defining the methodology, standards, governance and capability required to drive measurable business outcomes. The role combines strategy and delivery: identifying high-value opportunities, leading improvement projects and creating/embedding a culture of continuous improvement across the teams.

We will count on you to:

• Shape and deliver function wide process excellence strategy supporting wider business goals, customer needs and Operational performance ambitions. Designing ‘Future Operating model’ driving best in class claims service.
• Road map of initiatives, strategic change initiatives, transformation programs, working closely with Program Delivery
• Provide oversight, visibility and performance tracking across process excellence activities.
• Own performance dashboards and reporting cadence and ensure data quality, consistency and single source of truth
• Generate actionable insights, identify trends, root causes and early warning signals

• Identify and prioritise improvement opportunities, working closely with UK BCS Operations CI lead
• Confidence in using automation and AI enabled solutions, run workshops, process mapping and mining tools, root cause analysis and LSS tools and techniques.

• Partner with technology teams to identify automation opportunities, prioritize and accelerate implementation.
• Capacity Modelling and resource planning in conjunction with Ops leaders

Key Outcomes and KPI’s related to the role –

• Operational KPIs: reduction in average handling time, cycle time, error/defect rates, and increase in throughput.
• Performance KPIs – insurer performance, UW collection and payment processes (Specialty/BM), adoption of dashboards/reporting tools.
• Automation KPI’s – manual tasks automation, % of AI use cases, global projects involvement and tracking
• Client Experience KPI’s – improving strategy to drive NPS/CSAT, SLA improvement, developing measures to track and report on client experience.

What you need to have:

• Business improvement qualifications - LSS Black Belt, Lean Competency system.
• Project or Programme management skills and qualifications
• Ability to interpret data and measure performance
• Process Design and reengineering skills
• Hands on application of core lean tools and methodology, including process mapping, data collection and analysis, root cause problem solving and performance management frameworks.

What makes you stand out?

• Excellent communication skills as well as attention to detail while developing and presenting to senior leaders of the organisation.
• Insurance Operations / Claims Operations knowledge
• Lean practitioner experience with demonstrated success in driving business outcomes.
• Demonstrated experience as a qualified Lean / Process Improvement leader, preferably within an insurance or Financial services industry.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at [email protected].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.