Marsh Risk
R_348550 - Continuous Improvement Lead
We are seeking a talented individual to join our Claims Operations team at BCS Marsh Risk. This role will be based in Norwich. This is a hybrid role that has a requirement of working at least three days a week in the office.
This is an exciting opportunity to play a critical role in driving operational excellence, delivery of high priority improvement projects, creating a culture of continuous improvement mindset and change the way work gets done. The Lead is responsible for driving process transformation, standardization and continuous improvement initiatives.
Reporting to Head of Continuous Improvement and Performance, the role serves as an internal consultant and change agent, combining process expertise, analytical capability, stakeholder management and project leadership to improve efficiency, quality, and client experience. The role is purpose built for someone who can take a capability from concept to execution across a complex process workflows and hand-off’s.
We will count on you to:
- Lead end to end Continuous Improvement initiatives, designing and implementing solutions.
- Manage and execute complex projects or processes from inception through to delivery, ensuring milestones, timelines, and quality of standards are met
- Collaborate across functions to ensure initiatives are progressed with pace.
- Escalate issues, dependencies and obstacles slowing the progress
- Identify and prioritise improvement opportunities, working closely with CI leads
- Run workshops, process mapping and root cause analysis
- Promote a CI culture – encourage team members to suggest ideas, develop solutions and share learnings.
- Define success measures and report on savings, efficiency gains, quality improvements, or risk reduction.
Key Outcomes and deliverables –
- Measuring business impact – man hours saved, cost savings/avoidance, reduction in escalations/complaints.
- Reduction in average handling time, cycle time, error/defect rates, and increase in throughput.
- Improving Insurer performance, UW collection and payment processes, adoption of dashboards/reporting tools.
- Manual tasks automation, AI enabled solutions.
- Engagement and adoption - % of team contributing CI ideas, participation, adoption rate of new ways of working.
What you need to have:
- Ability to interpret data and measure performance
- Hands on application of core lean tools and methodology, including process mapping, data collection and analysis, root cause problem solving and performance management frameworks.
- Excellent communication skills as well as attention to detail while developing and presenting to senior leaders of the organisation.
- Business improvement qualifications - LSS Green/Black Belt, Lean Competency system.
- Project or Programme management skills and qualifications
What makes you stand out?
- Insurance Operations knowledge / Claims Operations
- Experience as a lean practitioner with demonstrated success in driving business outcomes.
- Demonstrated experience as a qualified Lean / Process Improvement Lead, preferably within an insurance or Financial services industry.
Why join our team:
- We help you be your best through professional development opportunities, interesting work and supportive leaders.
- We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
- Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.
