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For Companies At a Glance
- Tasks: Lead projects to enhance customer service and operational efficiency.
- Company: Join Canada Life UK, a trusted name in financial services since 1903.
- Benefits: Enjoy competitive salary, pension, private medical insurance, and flexible working options.
- Why this job: Make a real impact on customer satisfaction while developing your leadership skills.
- Qualifications: Experience in project management and knowledge of Lean or Six Sigma methodologies required.
- Other info: Diversity and inclusion are at our core; we welcome all backgrounds.
The predicted salary is between 43200 - 72000 £ per year.
Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation. Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues. Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.
The Operational Excellence Manager is responsible for leading large scale initiatives that enhance the quality of service across the protection customer services department. This role focuses on delivering exceptional customer service by identifying areas for improvement and preparing processes to be easily trainable. The Operational Excellence Manager ensures that customers receive the highest level of service. Additionally, the Operational Excellence Manager will manage and deliver projects, ensuring they are completed on time, within scope, and within budget, while maintaining high standards of quality and stakeholder satisfaction.
What You’ll Do
- Process Optimisation and Training Preparation
- Lead large-scale improvement projects driving strategic initiatives for operational efficiency.
- Identify and evaluate processes suitable for simplification and standardisation.
- Develop and document standard processes to ensure processes are easy to train and understand.
- Establish clear performance metrics to ensure processes are consistently followed and improved.
- Project Management
- Successfully manage projects and business changes of varying sizes to ensure organisational goals and regulatory requirements are met.
- Coordinate and lead project teams, ensuring clear communication and alignment with project objectives.
- Monitor project progress, identify potential risks, and implement mitigation strategies to ensure successful project delivery.
- Ensure necessary resources are in place to support projects to completion, influencing activity and change across different business areas.
- Process Improvement
- Support process improvement initiatives using Lean, Six Sigma, and other methodologies.
- Monitor and report on the progress of process improvement projects, ensuring milestones are met and benefits are realised.
- Optimise resource allocation to ensure all teams have the necessary tools and support to achieve their objectives.
- Deliver exceptional customer service for accounts teams, life claims, and flex teams.
- Focus on improving customer satisfaction through better service delivery and streamlined claims handling.
- Leadership and Development
- Provide mentorship and coaching to team leaders, supporting their professional development and helping them enhance their leadership skills.
- Encourage team leaders to embrace innovation and continuous improvement, staying flexible and open to new ideas and approaches.
- Maintain High Standards
- Ensure that all processes and service delivery meet the highest standards of quality and efficiency.
- Promote a culture of high standards and continuous improvement within the team.
Who You Are
- Technical Expertise
- Comprehensive understanding of insurance products, services, and regulatory requirements.
- Knowledge of methodologies like Lean, Six Sigma, and continuous improvement.
- Familiarity with risk management practices and compliance standards.
- Proven ability to manage and deliver projects on time, within scope, and within budget, ensuring high standards of quality and stakeholder satisfaction.
- Communication
- Strong leadership skills to guide and inspire teams towards achieving operational goals.
- Exceptional verbal and written communication skills to convey strategies and changes effectively.
- Relationship building
- Ability to build and maintain effective relationships with team members and stakeholders.
- Taking Initiative
- Excellent analytical and problem-solving skills to identify inefficiencies and implement effective solutions.
- Strong decision-making skills to act swiftly and effectively in addressing operational challenges.
- Encourage and drive innovative solutions to enhance operational efficiency and effectiveness.
- Developing Self and others
- Ability to manage and lead teams through organisational changes.
- Encouraging a culture of constructive feedback, where team members feel supported in their growth and development.
Benefits of working at Canada Life
We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that’s regularly reviewed. As a Canada Life UK colleague, you’ll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal and professional development.
How we work at Canada Life
Our culture is unique and incredibly important to us. We care about doing the right thing for our people, customers and community and helping others to build better futures. Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others. Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward. We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That’s why we offer a range of training, flexible working and opportunities to grow and develop.
Diversity and inclusion
Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us. We are proud of the progress we’re making in DEI, and we continue for it to be a significant focus.
We appreciate that everyone has different work and life responsibilities. We’re happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for you.
Operations Excellence Manager employer: Irish Life Group Services Limited
Contact Detail:
Irish Life Group Services Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Excellence Manager
✨Tip Number 1
Familiarise yourself with Lean and Six Sigma methodologies, as these are crucial for the Operations Excellence Manager role. Consider taking a short online course or reading up on case studies that demonstrate successful process improvements in similar organisations.
✨Tip Number 2
Network with professionals in the insurance and financial services sectors. Attend industry events or join relevant online forums to connect with individuals who can provide insights into the company culture at Canada Life UK and the expectations for this role.
✨Tip Number 3
Prepare to discuss your project management experiences in detail. Be ready to share specific examples of how you've successfully led projects, managed teams, and delivered results within budget and on time, as this will be key in demonstrating your fit for the position.
✨Tip Number 4
Showcase your leadership skills by thinking about how you would mentor and develop team members. Be prepared to discuss your approach to fostering a culture of continuous improvement and how you would encourage innovation within the team at Canada Life UK.
We think you need these skills to ace Operations Excellence Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Operations Excellence Manager role. Focus on your project management experience, knowledge of Lean and Six Sigma methodologies, and any leadership roles you've held.
Craft a Compelling Cover Letter: In your cover letter, express your passion for operational excellence and customer service. Use specific examples from your past experiences to demonstrate how you have successfully led projects or improved processes in previous roles.
Highlight Key Achievements: When detailing your work history, emphasise key achievements that showcase your ability to manage projects effectively and improve operational efficiency. Use metrics where possible to quantify your impact.
Showcase Communication Skills: Since strong communication is crucial for this role, ensure your application reflects your ability to convey strategies clearly. Consider including examples of how you've successfully communicated changes or improvements to teams in the past.
How to prepare for a job interview at Irish Life Group Services Limited
✨Understand the Role Thoroughly
Before your interview, make sure you have a solid grasp of what the Operations Excellence Manager role entails. Familiarise yourself with key responsibilities such as process optimisation, project management, and customer service improvement. This will help you articulate how your skills align with the job.
✨Showcase Your Technical Expertise
Be prepared to discuss your knowledge of methodologies like Lean and Six Sigma, as well as your understanding of insurance products and regulatory requirements. Providing specific examples of how you've applied these methodologies in past roles can demonstrate your capability.
✨Demonstrate Leadership Skills
Since the role involves mentoring and coaching team leaders, be ready to share experiences where you've successfully led teams or projects. Highlight your ability to inspire others and drive operational goals, as this is crucial for the position.
✨Prepare for Behavioural Questions
Expect questions that assess your problem-solving skills and ability to take initiative. Use the STAR method (Situation, Task, Action, Result) to structure your responses, focusing on how you've identified inefficiencies and implemented effective solutions in previous roles.
