Title:  Operations Excellence Manager

6 Month Fixed-Term Contract Opportunity 

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Summary 

The Operational Excellence Manager is responsible for leading large scale initiatives that enhance the quality of service across the protection customer services department. This role focuses on delivering exceptional customer service by identifying areas for improvement and preparing processes to be easily trainable, the Operational Excellence Manager ensures that customers receive the highest level of service. Additionally, the Operational Excellence Manager will manage and deliver projects, ensuring they are completed on time, within scope, and within budget, while maintaining high standards of quality and stakeholder satisfaction.

What You'll Do 

Process Optimisation and Training Preparation

•    Lead large-scale improvement projects driving strategic initiatives for operational efficiency
•    Identify and evaluate processes suitable for simplification and standardisation.
•    Develop and document standard processes to ensure processes are easy to train and understand.
•    Establish clear performance metrics to ensure processes are consistently followed and improved.

Project Management

•    Successfully manage projects and business changes of varying sizes to ensure organisational goals and regulatory requirements are met.
•    Coordinate and lead project teams, ensuring clear communication and alignment with project objectives.
•    Monitor project progress, identify potential risks, and implement mitigation strategies to ensure successful project delivery.
•    Ensure necessary resources are in place to support projects to completion, influencing activity and change across different business areas.

Process Improvement

•    Support process improvement initiatives using Lean, Six Sigma, and other methodologies.
•    Monitor and report on the progress of process improvement projects, ensuring milestones are met and benefits are realised.
•    Optimise resource allocation to ensure all teams have the necessary tools and support to achieve their objectives.

Customer Service Enhancement

•    Deliver exceptional customer service for accounts teams, life claims, and flex teams.
•    Focus on improving customer satisfaction through better service delivery and streamlined claims handling.

Leadership and Development

•    Provide mentorship and coaching to team leaders, supporting their professional development and helping them enhance their leadership skills.
•    Encourage team leaders to embrace innovation and continuous improvement, staying flexible and open to new ideas and approaches.

Maintain High Standards

•    Ensure that all processes and service delivery meet the highest standards of quality and efficiency.
•    Promote a culture of high standards and continuous improvement within the team.

Who You Are

Technical Expertise 

•    Comprehensive understanding of insurance products, services, and regulatory requirements
•    Knowledge of methodologies like Lean, Six Sigma, and continuous improvement
•    Familiarity with risk management practices and compliance standards
•    Proven ability to manage and deliver projects on time, within scope, and within budget, ensuring high standards of quality and stakeholder satisfaction.

Communication

•    Strong leadership skills to guide and inspire teams towards achieving operational goals 
•    Exceptional verbal and written communication skills to convey strategies and changes effectively
•    Proven ability to manage and deliver projects on time, within scope, and within budget, ensuring high standards of quality and stakeholder satisfaction.

Relationship building

•    Ability to build and maintain effective relationships with team members and stakeholders.
•    Proven ability to manage and deliver projects on time, within scope, and within budget, ensuring high standards of quality and stakeholder satisfaction.

Taking Initiative

•    Excellent analytical and problem-solving skills to identify inefficiencies and implement effective solutions
•    Strong decision-making skills to act swiftly and effectively in addressing operational challenges
•    Encourage and drive innovative solutions to enhance operational efficiency and effectiveness.

Developing Self and others

•    Ability to manage and lead teams through organisational changes
•    Encouraging a culture of constructive feedback, where team members feel supported in their growth and development.

Benefits of working at Canada Life

We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that’s regularly reviewed. As a Canada Life UK colleague, you’ll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance.  We have a fantastic number of other benefits and support services as well as regular personal and professional development.

How we work at Canada Life

Our culture is unique and incredibly important to us.  We care about doing the right thing for our people, customers and community and helping others to build better futures.  Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others.  Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward. 

We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That’s why we offer a range of training, flexible working and opportunities to grow and develop.

Diversity and inclusion

Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us.  We are proud of the progress we’re making in DEI, and we continue for it to be a significant focus. 

“At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all.”  Nick Harding, Chief People Officer, Canada Life UK

We appreciate that everyone has different work and life responsibilities. We’re happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for you.