Process Improvement Manager

This is an exciting opportunity to join us and work with talented colleagues to help drive positive change within the travel claims operation. To be an outstanding claims function the ability to constantly challenge ourselves to be better, to learn, adapt, develop and change is an imperative.

Your role will be responsible for helping to identify, co-ordinate and drive through change initiatives that improve efficiency, help effectively manage and reduce claims spend and ensure we deliver a great experience for customers needing to make a claim. In addition to leading on projects, you will also work closely with all areas of the claims function and wider travel function to ensure effective execution and delivery of wider plans. The role will be varied given that change can happen across all aspects of a claims function.

As part of this you will not only oversee delivery of initiatives but also ensure that we have good controls and monitoring to understand the effectiveness of changes that are implemented. So being comfortable with using MI and developing/designing new reports if required is important.

We are looking for an ambitious and enthusiastic person who is creative, great at working with senior stakeholders and across teams, and most importantly someone who can get things done! Ensuring that you are also comfortable with using data to track the impact of changes is essential.  

You will be coming in at an exciting time for the travel claims operation as we are in a period a period of growth and this role will be key in ensuring we effectively deliver our long term strategy.

Prior work experience in a change/analytics environment would be preferred but most importantly the candidate must demonstrate a willingness to work hard and be able to encourage others to constantly challenge the status quo.

Main duties

• Facilitate and lead regular reviews of existing processes/claims spend trends to identify potential improvements
• Utilise various sources of customer insight such as complaints, NPS and handler feedback to continually enhance our online and offline claims journey
• Oversee and lead project plans for new initiatives to ensure these are delivered effectively and then monitor performance to ensure benefits are delivered 
• Use working groups and other solutions to get regular feedback from the claims department on areas that can be improved in terms of processes and systems
• Regularly review performance data across all aspects of the operation to identify opportunities for additional benefits
• Build a good internal network of stakeholders within the business to understand initiatives happening in other areas that could benefit claims
• Ultimately your role is to build, drive and deliver a strong plan of change initiatives across a range of areas that delivers unmatched competitive advantage for us

Experience and qualifications required

• Project and change management experience preferably in an operational claims environment
• Effective planning and organisational skills
• Able to use data effectively to interpret performance and identify potential improvement opportunities
• Being brave in proposing new and innovative solutions that haven’t been tried for
• You will be very comfortable in a test and learn environment to ensure we implement changes quickly albeit with the appropriate level of monitoring and checking of impacts
• Highly motivated and ability to work off your own initiative
• Strong communication and interpersonal skills with an ability to engage with stakeholders at all levels

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK. 

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.