The candidate is expected to Improve, Change, and Transform existing Business Operations by:
- Performing a detailed study/ assessment of Business Operations End to End (Client, Vendor, People, Process, Technology) and determines areas for change and improvement.
- Developing Business Cases that are approved by the Business sponsor that will include:
- Actions/ solutions required to change and improve the Business Operations
- Linking actions/ solutions to very specific $ savings and C-Sat improvement metrics
- Developing a roadmap and plan to deliver change and improvement as per the Business Plan.
- Developing solutions to implement change and improvement within the Business Operations.
- Developing reporting to track the impact ($ Savings) of the change and transformation.
- Working closely with the Business Operations Leaders to embed Operational Excellence (frameworks, tools, practices, etc.) across the business to help Improve Service Delivery, Reduce Cost and Improve Capability
Key Deliverables
- Develop Product/ Work/ Client Segmentation and Target Operating Model to help improve service delivery (Quality, TAT, Risk, C-Sat) to the client and minimize over/ underservicing
- Map the Service Delivery Operation End to End and identify opportunities to improve flow (remove bottlenecks) in Service Delivery to the client and eliminate internal Operational waste
- Minimize process complexity and variation, Standardize Operational activities
- Assess existing Operation al processes to determine % automation potential , recommend very specific changes to the existing Operational activities to help increase automation readiness
- Determine Operational Capacity requirements (highlight mismatches). Recommend solutions to improve Productivity and Utilization that will help deliver efficiencies
- Ensure the WTW Op-Ex methodology, tools, and thinking are embedded into the operation and applied accurately and consistently
- Publish learnings post each initiative to enrich the Op-Ex intellectual capital in the organisation
- Identify implementation risks and barriers to adoption and develop risk mitigation strategies to optimise the success of Op-Ex deployments
- Setup Quality and Knowledge Management frameworks to support Operational sustainability
The Requirements:
- Degree from premier institutes
- Certifications in Lean, Six Sigma, Agile, Systems Thinking, Design Thinking, PMP
- Business Management Degree from premier institutes preferred
Knowledge/ Skills/ Experience:
- Minimum 15+ years of work experience as a Business Change, Transformation, and Operational Excellence consultant with organizations in Insurance and Insurance Broking, Human Capital Benefits, Banking, Financial Services, and E-commerce
- Excellent Communication (written and verbal) and Presentation skills
- Solid Program and Project management skills
- Working knowledge of Robotics Process Automation tools
- Solid Client Relationship Management and Stakeholder Management skills
