Bpo Service Excellence Lead - London, United Kingdom - Aspen Insurance Holdings

Aspen Insurance Holdings

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Reference:
ASPUKRS00109

,

Permanent - Full Time

About us:

Since Aspen was founded in 2002, we have become a leading, diversified specialty insurance and reinsurance company. We respond thoughtfully and creatively to find the best outcomes for our clients and business partners through carefully-tailored solutions.

We believe the way we work is just as important as the work we do, and we are guided by our core values of respect, honesty, trust and professionalism.

Aspen is a great place to develop your career offering an exciting and challenging environment where achievement is rewarded.

The role:

To lead the optimisation of outsourced service performance through instilling a discipline of operational excellence within back-office operations.

This role will consult closely with Aspen functions and the Supplier to drive a step change in the effectiveness of our end-to-end processes, optimising the sourcing of services to improve our cost to serve.

It aims to challenge the business on using the best placed resources to deliver the service be that on-shore, off-shore, or automation.

The role will look to challenge inconsistencies in our process design across function and entity to support Third Party optimisation of resource.

The role will build and lead an OPEX capability, on-shore, and off-shore, to assess the effectiveness of outsourced services and identify and deliver targeted initiatives to standardise, reengineer and automate.

It will partner with Aspen operations functions to target service intervention and remediation where service issues are identified.

These will be maintained within a portfolio of initiatives which need to be prioritised and aligned to Aspen's overall change portfolio.

In driving a process culture this role will be fundamental in creating service stability and resiliency through adequate business continuity

Key accountabilities:

Strategy and Planning

Develop, embed, and educate on Operational Excellence principles, building a process driven culture into operational team
Build an Operational Excellence capability for BPO, optimizing location and capability, to support the delivery of OPEX initiatives and service remediation
Collaborate closely with the Outsource Category Manager, within Procurement, to ensure optimal contract compliance and performance

Policy, Process and Procedures

Embed the appropriate controls and quality assurance points within endtoend process design to align to Aspen's controls regime
Contribute to the embedding of Vendor Management protocols in Third Party contract management
Drive a standard of process documentation across service operations to support BCP/resiliency

Environmental Awareness/Customer Focus

In conjunction with Service Owners, identify opportunities to enhance process performance with identified, quantifiable benefits.
Design, Execute and deliver process efficiencies, under the sponsorship of the Service Owner, ensuring that the projects deliver with robust process resilience
Ensure, through influence and governance ("soft power"), that both Service Owners and the Supplier are supported in optimizing service outcomes. Wield "soft power" and instantly bring credibility through expertise and experience both within Aspen, the Business and Third Parties
Maintain a network of relationships to give access to market insights and latest innovations

Skills & experience:

Key skills, experience & qualifications:

Strong interpersonal and communication skills to build relationships and trust at all levels with internal customers.
A consultative approach to collaborating with our suppliers/ partners and address any commercial issues that arise.
Analytical mindset, but also creativity to seek, encourage and find nontraditional approaches.
Ability to persuade, influence and negotiate both directly and indirectly
Ability to analyze and use data for decision making
Able to communicate effectively orally and in writing
Able to produce detailed reports at various levels
Strategic and innovative thinker
Strong reasoning capabilitiescreative and lateral thinking, with strong problemsolving skills

Other:

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