Process Optimisation Manager

Working in our Travel Operations team which covers New Business, Customer Services and Renewals you will analyse and identify process to make our processes smoother and better for our customers.

Working closely with members around the department you will help to help support them and their goals, as well as proactively engaging with the product and how we function as a department. Your work will be closely aligned to our strategy, and to helping us remove barriers in the way of reaching our goals. Success in this role will come from having a keen eye for detail and a willingness to challenge the status quo.

As this role is wide-ranging, your scope can significantly vary dependant on the needs of the department. This means the focus can shift between customer interactions, back-office processes, digital strategy, and communication with the wider business.

As Process Optimisation Manager you will 

• Have a detailed understanding of the customer journey(s) – online and offline
• Understand the agent journey and processes throughout various parts of their contact with customers
• Recommend practical solutions and trials to resolve problems or optimise processes
• Analyse MI and draw actionable insights which will help improve department performance and efficiency
• Align to existing KPIs and recommend new measures where appropriate
• Combine quantitative data with qualitative – supporting the MI with evidence and examples
• Coordinate with relevant stakeholders internal and external to Travel – ensuring relevant approval processes are completed as needed and that there is sufficient information to make decisions
• Be results driven – some improvements are intangible, but you should aim to quantify your impact wherever possible

Ideally you will have

• Process Management experience
• Worked on continuous improvement programmes
• Worked in or with contact centres
• Stakeholder management experience
• The ability to interpret and act on MI results
• Self-motivation and the ability to work independently
• Strong communication skills
• Flexibility and willing to work on multiple projects or areas

Additional information

• We will review your CV within 5 working days of application and get back to you
• Our office is based in Cardiff, working on a hybrid approach to remote working, 1-2 days in the office (or more if you prefer)
• We will give you everything you need to work comfortably from home

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

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. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

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.

#LI-AM1