Manager, Customer Process Improvement

What your working week will involve:

• Lead scoping, design and development of new operational capabilities associated with product launches and program expansions 
• Own initiatives to optimise operational efficiency, process scalability, and automation, collaborating with tech and product teams
• Develop best practices for the end-to-end customer life cycle, ensuring decisions are backed by data and success metrics
• Lead external calls showcasing our operational and system capabilities to prospects
• Lead cross-functional projects with insurance team to improve our products based on customer metrics and outputs
• Drive internal functional initiatives focus on global process standardization
• Lead operational reviews with internal and external stakeholders, including partners and underwriters 
• Hire, develop and manage a team of process engineers and team leads attracting and developing high-performance teams
• Collaborate with the data team on the customer analytics strategy to enable process engineers to have right data to assist with strategic decision making
• Work closely with product and tech to drive new technologies adoptions enabling exponential growth
• Investigate fraud patterns and work with tech teams to implement smart systems

What the ideal profile looks like:

• 10 or more years of experience with process optimization, UX, design, and operations management in Tech, Supply Chain, or Manufacturing industry
• Experience leading the entire project lifecycle from end to end in an agile environment
• Proven ability to manage and develop relationships with key external and internal stakeholders
• Experience leading high performing multi-disciplinary teams in a technology first company
• Experience with lean development, human-centered design and can put yourself in the customer's shoes, ensuring that customer experiences are friendly and digestible. 
• Be technically minded. One of the main systems used by Process Engineers is a low-code platform that was developed in-house so familiarity with systems architecture is key 
• University degree in engineering or similar background.

Personal Attributes:

• Driven, energetic and a “good enough is not enough” mentality.
• Professional approach.
• Ability to work under pressure.
• Organisational and time management skills.
• Excellent attention to detail.
• Confident manner.
• Positive approach to change
• Marketing mindset looked upon highly.