Manager, Business Process & Service Excellence

About the role

The Business Process & Service Excellence Manager will lead quality compliance and drive continuous improvement for client insurance processes. Reporting to the Quality & Process Excellence function, you will ensure that processes meet and exceed customer standards while delivering measurable value.

Key responsibilities

• Develop and implement QA methodology for new and existing insurance processes.
• Monitor and ensure compliance with client quality standards.
• Lead diagnostic assessments, improvement strategy design, and business case development.
• Execute process transformation projects through stakeholder management and rigorous project management.
• Collaborate with Insurance Innovation leads to advance the innovation agenda.

Required profile

• Proven experience in quality assurance and process improvement within the insurance sector.
• Strong understanding of Lean Six Sigma principles.
• Ability to manage complex projects and engage cross‑functional stakeholders.

Required skills

• Lean Six Sigma methodology
• QA methodology development
• Process re‑engineering
• Stakeholder management
• Project management