Manager: Service Design & Process Transformation

Requirements

• Post graduate qualifications in Business, Information Technology or related field / Business Analysis diploma.
• 3+ years of experience in an insurance or financial industry environment with experience in employee benefits client service and product management / implementation beneficial.
• 5+ years’ experience in the insurance, employee benefits or another B2B2C industry with experience in business process design and optimisation, client journey mapping is essential.
• Knowledge and experience of business systems, service models and product management.
• Experience supporting enterprise-scale service model design or implementation initiatives will be an advantage.
• Exposure to business process design supporting product design and implementation, preferably in complex or regulated environments (e.g., financial services, insurance, telco) will be an advantage.
• Experience working across business, actuarial, product, and technology domains.
• Experience in process performance monitoring and reporting, user adoption and performance metrics is essential.
• Design Thinking and facilitation experience is essential.
• SCRUM / Agile experience.
• Strong project management capabilities and experience building business cases.
• Strong track record for driving change through collaboration, building relationships and trust and obtaining buy-in from key stakeholders.
• Proven track record and passion for identifying business process inefficiencies and opportunities for implementing solutions for business process optimisation.
• Product knowledge and product development frameworks

Duties & Responsibilities

Service Model Design & Implementation

• Support the end-to-end design and implementation of service models to enable a differentiated, digitally enabled and harmonised client experience across the business.
• Facilitate the translation of client experience strategies into practical service design blueprints, processes, governance, and performance measures.
• Monitor adoption of service designs that are scalable across product lines.
• Work with key stakeholders to ensure alignment between service design, operational capabilities, and business strategy. 
• Facilitate business and process transformation workstream activities (product, commercial, operations etc) for the ecosystem modernization programme.
• Facilitate structured design workshops for service model design and implementation.

Business Process Design & Optimisation

• Manage and execute the Business Process Optimisation roadmap for the business, ensuring that all processes in the business are documented.
• Facilitate the design and redesign of high-impact business processes (e.g. client onboarding, claims, administration, servicing etc.)
• Identify and redesign business processes to remove process inefficiencies, bottlenecks, duplication, and waste.
• Ensure business processes are scalable, compliant, and digital-first.
• Champion continuous improvement culture across the organisation.
• Define and track process performance metrics (KPIs): Cycle time, Cost-to-serve, First-time-right rates, Experience indicators, Digital adoption and self-service usage, Process efficiency gains, etc.

Product Design Support

• Provide business process and service design support to commercial product design and enhancement initiatives.
• Collaborate with product, actuarial, servicing and commercial teams to design business processes and service models aligned to product features, pricing logic, strategic objectives and service constructs.
• Ensure business processes and service models supporting new and enhanced products are designed with serviceability, operational efficiency, and customer value in mind.Support the development of clear product-service integration models.

Key Deliverables

• Document and maintain enterprise-wide business processes taxonomy.
• Facilitate the design and redesign of business processes aligned to the standardised process frameworks and methodologies and Momentum Corporate’s strategic objectives.
• End-to-end redesigned of existing business processes and design of new business processes aligned to product development and product enhancements.
• Document and manage Automation pipeline and delivery roadmap.
• Process performance dashboards and reporting.
• Preparation of business transformation impact reports (efficiency, cost, etc).
• Collaborate with stakeholders to identify and understand strategic goals/objectives, the interdependencies between projects and opportunities for enhancement of Momentum Corporate’s business processes.
• Working with the key stakeholders, development of Business Cases, designing business processes and service models, as well as data analytics capabilities and reporting aligned to strategic objectives.
• Maintain an expert level of understanding of business needs.
• Be informed of the latest legal, governance and tax related developments that may impact area of accountability.
• Be a driver of change in the context of service design, business process optimisation and ecosystem modernisation.
• Participates in SCRUM ceremonies and work within the SCRUM / Agile framework adopted by Momentum Corporate.
• Regularly provide status updates and reports to relevant stakeholders.
• Ongoing monitoring of effectiveness and efficacy of business processes, including monthly and quarterly reporting as is required by the business.

Competencies

• Accountability
• Adaptability
• Communicating with impact
• Decision making and problem solving
• Service Excellence
• Organisation and attention to detail
• Process Engineering
• Goal oriented and self-motivated
• Ability to see the bigger picture
• Take initiative and be pro-active
• Confident, professional and quick learner
• Enhanced interpersonal skills for effective liaison between business Stakeholders and the Digital & Technology team
• Client orientation