Operations and Processes Senior Consultant

Job Type:

Permanent

Build a brilliant future with Hiscox
 

About us:

HISCOX is an international insurer specialized in the market of luxury goods & property, and high end professional insurance. As experts in risk we give people and businesses the confidence to realise their ambitions. With offices in 9 European countries we have a very international staff and encourage a culture that fosters inclusion and collaboration, offering exciting opportunities for personal and professional growth.

In our Lisbon office we have the privilege of employing approximately 500 exceptional professionals representing 29 diverse nationalities. Despite our central location within the city, we recognize the importance of maintaining a healthy work-life balance. As part of our commitment to our employees’ well-being, we provide a 35-hour workweek along with the option for a hybrid working schedule.

The Role

Operations and Processes Senior Consultant is a role in the Operations & Process Management team, which is part of the European Change Team. It is responsible for supporting the implementation, maintenance and monitoring of the Process Management Framework, supporting Countries and Functions across Europe in adopting and following the standard and their constant monitoring and update. Additionally, this role is responsible for assuring the quality of the individual deliverables across European Countries, Functions and overall projects and programmes making sure that the documentation is up to standard and updated. Finally, it is the Senior Consultant’s responsibility to ensure consistency across processes, support continuous improvement efforts connect the dots across multiple geographies and different local functions, and be able to advise on the end to end implications of each process.

The main focus of this role are listed as follow:

• support the process of moving to the standard in European processes, actively mapping those processes when required

• ensure processes’ consistency

• advise on best practices and ensure end to end is considered

• be able to articulate business requirements when need as consequence of a new or updated business process

Considering our transformation journey to improve the processes and architectural landscape in Europe, there is the opportunity to shape the path and support embedding the new standards.

There is also the need to contribute to other Operations & Process Management initiatives. These include the intelligent automation of processes, and the management of European non-core solutions (e.g. CRM, Contact Screening, Complaints Management). To ensure the success of that, this role requires a solid knowledge of process mapping, continuous improvement, as well as good communication and stakeholder management skills.

What does an Operations & Processes Senior Consultant do?

An Ops & Processes Senior Consultant is a subject matter expert in the process mapping and continuous improvement fields, leading the implementation, monitoring and supporting the defined standards of processes within Hiscox (Process Management Framework).

Main activities for this role should be:

• Runs/Supports process mapping activities following the Hiscox EU standard (Process Management Framework) and supports the Operations and Process Manager at the Design Authority acting as an advisor on changes requested to processes

• Assures the analysis and arguments relevant to decision making are prepared (or prepare them if needed) and accurate

• Is a subject matter expert to the relevant stakeholders across the business (at all seniority levels) to discuss impact from processes

• Is able to challenge, structure and build processes, business cases and forecasts to confirm or deny changes’ operational and financial viability and validate that they fit the usage strategy for the tool

• Owns process updates, customer journey definition, supports projects across the European business and extracts actionable improvements from those exercises

• Supports the processes’ update plans

Technical must-haves

• Master’s degree, ideally in Management / Economics / Engineering (or similar)

• Solid background in operational consulting and/or process management, ideally in insurance business (min. of 3 years)

• Ability to understand business needs and translate them to functional and non-functional requirements as well as process maps

• Experience in process design and continuous improvement techniques

• Fluent in English, both verbally and in writing

Personality traits

• Strong stakeholder engagement with the ability to understand, challenge and agree business needs and requirements

• Ability to exert influence across a range of geographically distributed stakeholders

• Strong communication skills with the ability to convey a message and get consensus

• Ability to work well under pressure and achieve results within the scheduled time-frame

• Ability to work in a fast-moving environment with rapidly evolving targets; multitasking effectively, (re)prioritize and switch focus with efficiency

• Strong analytical and communication skills

• Ability to identify and solve blockers with minimal guidance, know how to build cross-organizational partnership

Nice to haves

• Lean Black Belt Certification

• Experience with Agile/Scrum based methodologies

• Experience in the Financial Services sector

• Fluency in other European languages (German, French, Spanish)

Why Hiscox?

• Healthy work-life balance with our 35h/week and hybrid working system;

• Holidays: 25 days + 2 Hiscox Days (Extra two Annual Leave);

• Health insurance, gym allowance, pension plan etc;

• After 5 years work 1 month sabbatical leave;

• Team spirit with many opportunities to engage and an open culture.

Work with amazing people and be part of a unique culture