Operational Excellence Lead - Continuous Improvement (EMEA)

 The candidate is expected to Improve, Change, and Transform existing Business Operations by:

• Performing a detailed study/ assessment of Business Operations End to End (Client, Vendor, People, Process, Technology) and determines areas for change and improvement.
• Developing Business Cases that are approved by the Business sponsor that will include:
  • Actions/ solutions required to change and improve the Business Operations
  • Linking actions/ solutions to very specific $ savings and C-Sat improvement metrics
• Developing a roadmap and plan to deliver change and improvement as per the Business Plan.
• Developing solutions to implement change and improvement within the Business Operations.
• Developing reporting to track the impact ($ Savings) of the change and transformation.
• Working closely with the Business Operations Leaders to embed Operational Excellence (frameworks, tools, practices, etc.) across the business to help Improve Service Delivery, Reduce Cost and Improve Capability

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 15+ years of work experience as a Business Change, Transformation, and Operational Excellence consultant with organizations in Insurance and Insurance Broking, Human Capital Benefits, Banking, Financial Services, and E-commerce
• 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

WTW is an Equal Opportunity Employer