Head of Operational Excellence

Are you ready to grow your career in Insurance?

Please note, this role is open to both Brisbane and Sydney based candidates

Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveller’s journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs

The Head of Operational Excellence & Continuous Improvement is responsible for driving operational efficiency and fostering a culture of continuous improvement within the organization.

Specifically, the role will mobilise and lead a multi-year program of work to drive Operational Excellence across all customer facing departments, achieving customer experience, efficiency, and risk reduction targets. The role is key to enabling the Cover-More Operations Vision.

So, what’s the job?

You'll design, mobilise, and lead a 3-year Operational Excellence program.

You'll build a small team of business process improvement experts and lead them to drive efficiency across all customer-facing functions.

You'll identify, prioritise, and deliver a series of CI initiatives over the life of the program, maximising value to the organisation, its customers, and employees.

You'll lead an agile, cross-functional delivery squad, including BPR, CX, technology, and Operations team members to deliver the program.

You'll collaborate with technology to leverage technology enablers for optimising redesigned processes and transforming customer experience – focusing on opportunities for significant automation & digitisation of processes.

You'll consolidate and lead some Operational Support Services to drive consistency and performance and deliver exceptional services into Operational functions.

You'll partner with WNS to support the Operational Excellence Program and ensure that benefits are achieved through both onshore and outsourced offshore services.

You'll bring the required capabilities and skills into the business, (including LEAN 6Sigma), to enable the program to deliver benefits in a robust, data-driven, and structured manner.

You'll get hands-on to lead workshops, drive initiatives, and solve problems. Lead from the front.

And what are we looking for?

You'll have a Bachelor’s degree in Business Administration, Operations Management, or a related field; Master’s degree preferred.

You'll have demonstrated years of senior leadership experience.

You'll have proven experience in operational excellence, process improvement, or a similar role within the insurance industry.

You'll have experience leading large, complex programs of work with responsibility for material budgets.

You'll have a record of delivering target benefits.

You'll ideally be Lean 6Sigma MBB or BB certified.

You'll have familiarity with other continuous improvement methodologies.

You'll have experience with the use of digitisation, automation, and RPA to deliver process improvements.

You'll have strong leadership skills with the ability to influence and engage stakeholders at all levels.

You'll have excellent analytical and problem-solving abilities.

You'll have exceptional communication and interpersonal skills.

So, why choose us?

We value optimism, caring, togetherness, reliability and determination.

We have more than 1500 employees worldwide: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.

Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business

Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, covid leave (to get vaccinated and for when you’re sick), volunteer leave and a comprehensive paid parental leave scheme.

Travel and work with us. We’ll help you keep travelling in your career, oh and quite literally with free travel insurance for you and your partner. We also offer great discounts through our extensive travel partnerships…so start planning for your next trip today

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let’s go great places together

Your application will include the following questions:

Are you legally entitled to work in this country? If you have a visa, please provide the name of your visa and expiry date.

What are your base salary expectations?

What is the notice period for your current employment?

Are you able to commit to a hybrid working model? This is 3 days/week in the office, 2 days/week working from home (or pro-rata for part time or condensed working week arrangements).

Have you, or a close relative, served (in the past or presently) as a government or public official? If YES, please provide details on the government position(s) held by you, or a close relative, and any post-employment restrictions of which you are aware. If NO, please type "no" or "n/a"

Do you work or have you worked previously for the Cover-More Group?

Cover-More is a global specialist and integrated travel insurance and medical assistance provider. We are the leading provider of travel insurance in Australia and we are in 13 other countries including the UK, New Zealand, China, India and the USA where we own Travelex Insurance Services.

Cover-More is part of Zurich Insurance Group and one of the top three travel insurance providers in the world—however, we aspire to be the number one.

Our distribution is diversified across retail travel, aviation, financial institutions and direct. In 2017, we became the official travel insurance partner of Arsenal Football Club and, in Australia, a major partner of the Gold Coast SUNS AFL club.

Cover-More is different and being different means we have something unique to offer the world. That difference comes from deep within our group—from the diversity of our people and their ideas that inspires the innovation that runs through what we do.

To find out more, follow us on Twitter: @CoverMore, like us on Facebook: Cover-More Travel Insurance, find us on LinkedIn @Cover-More Group, subscribe on YouTube: Cover-More Travel Insurance, follow us on Instagram: covermore or visit our Australian website: www.covermore.com.au

Cover-More is a global specialist and integrated travel insurance and medical assistance provider. We are the leading provider of travel insurance in Australia and we are in 13 other countries including the UK, New Zealand, China, India and the USA where we own Travelex Insurance Services.

Cover-More is part of Zurich Insurance Group and one of the top three travel insurance providers in the world—however, we aspire to be the number one.

Our distribution is diversified across retail travel, aviation, financial institutions and direct. In 2017, we became the official travel insurance partner of Arsenal Football Club and, in Australia, a major partner of the Gold Coast SUNS AFL club.

Cover-More is different and being different means we have something unique to offer the world. That difference comes from deep within our group—from the diversity of our people and their ideas that inspires the innovation that runs through what we do.

To find out more, follow us on Twitter: @CoverMore, like us on Facebook: Cover-More Travel Insurance, find us on LinkedIn @Cover-More Group, subscribe on YouTube: Cover-More Travel Insurance, follow us on Instagram: covermore or visit our Australian website: www.covermore.com.au

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