Operational Excellence Manager

Bradley David Associates; Potters Bar; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Additional leave

Company car

Company events

Company pension

Cycle to work scheme

Life insurance

Private medical insurance

Job summary

Bradley David Associates is seeking an Operational Excellence Manager in Potters Bar to drive large-scale initiatives across the Protection Customer Services department. The role focuses on delivering outstanding customer experiences by identifying opportunities for process improvement, ensuring clear and efficient procedures, and training readiness.

It also involves managing projects on time, within scope and budget, while upholding quality and stakeholder satisfaction.

Qualifications

• In-depth knowledge of insurance products, services, and relevant regulations.
• Skilled in Lean, Six Sigma, and continuous improvement practices.
• Familiar with risk management and compliance requirements.
• Demonstrated success in delivering high-quality, on-time, and within-budget projects.
• Effective leadership skills with the ability to inspire and guide teams toward shared goals.
• Strong written and verbal communication skills to clearly articulate strategies and changes.
• Proven experience in stakeholder management and cross-functional collaboration.
• Strong interpersonal skills with the ability to build productive relationships with colleagues and stakeholders.

Responsibilities

• Process Optimisation & Training Readiness: Lead significant improvement initiatives aligned with strategic goals to enhance operational efficiency.
• Identify, assess, and streamline processes for standardisation and simplification.
• Create comprehensive documentation to support training and ensure process clarity.
• Set and track performance metrics to ensure consistency and continuous improvement.
• Project Management: Oversee a variety of projects and organisational changes, ensuring alignment with company objectives and regulatory requirements.
• Lead cross-functional project teams with clear communication and direction.
• Monitor progress, manage risks, and implement mitigation plans to achieve successful outcomes.
• Secure and coordinate resources across departments to support project completion.
• Process Improvement: Apply Lean, Six Sigma, and other methodologies to support continuous improvement efforts.
• Track the status and outcomes of improvement projects, ensuring milestones and benefits are achieved.
• Allocate resources effectively to support team performance and project delivery.
• Drive improvements in customer service across Accounts, Life Claims, and Flex teams.
• Enhance customer satisfaction through efficient service delivery and refined claims processes.
• Leadership & Team Development: Mentor and support team leaders in their professional growth and leadership development.
• Promote a culture of innovation, flexibility, and continuous improvement within teams.
• Quality & Performance Standards: Ensure processes and services consistently meet high standards of quality and operational excellence.
• Foster a high-performance culture focused on continuous improvement and accountability.

Skills

Lean

Six Sigma

Stakeholder management

Project management

Leadership

Communication

Job description

Potters Bar, United Kingdom | Posted on 18/06/2025

Bradley David Associates is working with a leading financial business on the search for a Operational Excellence Manager. This is a 6 months fixed term opportunity.

• Bonus: 12.5% - 18.75% of total salary
• Market leading perks and benefits

Job Summary

The Operational Excellence Manager plays a key role in driving large-scale initiatives aimed at enhancing service quality across the Protection Customer Services department. This position is focused on delivering outstanding customer experiences by identifying opportunities for process improvement and ensuring procedures are clear, efficient, and easy to train. The role also involves managing and executing projects on time, within scope and budget, while upholding high standards of quality and stakeholder satisfaction.

Key Responsibilities

Process Optimisation & Training Readiness

• Lead significant improvement initiatives aligned with strategic goals to enhance operational efficiency.
• Identify, assess, and streamline processes for standardisation and simplification.
• Create comprehensive documentation to support training and ensure process clarity.
• Set and track performance metrics to ensure consistency and continuous improvement.

Project Management

• Oversee a variety of projects and organisational changes, ensuring alignment with company objectives and regulatory requirements.
• Lead cross-functional project teams with clear communication and direction.
• Monitor progress, manage risks, and implement mitigation plans to achieve successful outcomes.
• Secure and coordinate resources across departments to support project completion.

Process Improvement

• Apply Lean, Six Sigma, and other methodologies to support continuous improvement efforts.
• Track the status and outcomes of improvement projects, ensuring milestones and benefits are achieved.
• Allocate resources effectively to support team performance and project delivery.
• Drive improvements in customer service across Accounts, Life Claims, and Flex teams.
• Enhance customer satisfaction through efficient service delivery and refined claims processes.

Leadership & Team Development

• Mentor and support team leaders in their professional growth and leadership development.
• Promote a culture of innovation, flexibility, and continuous improvement within teams.

Quality & Performance Standards

• Ensure processes and services consistently meet high standards of quality and operational excellence.
• Foster a high-performance culture focused on continuous improvement and accountability.

Requirements

Who You Are

Technical Expertise

• In-depth knowledge of insurance products, services, and relevant regulations.
• Skilled in Lean, Six Sigma, and continuous improvement practices.
• Familiar with risk management and compliance requirements.
• Demonstrated success in delivering high-quality, on-time, and within-budget projects.
• Effective leadership skills with the ability to inspire and guide teams toward shared goals.
• Strong written and verbal communication skills to clearly articulate strategies and changes.
• Proven experience in stakeholder management and cross-functional collaboration.

Relationship Management

• Strong interpersonal skills with the ability to build productive relationships with colleagues and stakeholders.

Proactive & Solution-Oriented

• Excellent analytical and problem-solving abilities to address inefficiencies and operational challenges.
• Confident decision-maker, capable of driving effective, innovative solutions.

Team Development & Growth

• Experienced in leading teams through change and transformation.
• Committed to fostering a feedback-driven culture that supports learning and development.
• Additional leave
• Company car
• Company events
• Company pension
• Cycle to work scheme
• Life insurance
• Private medical insurance