AVP, Process Innovation and Improvement

Key Responsibilities

• Lead the redesign and standardization of core insurance processes, including underwriting, claims handling, policy administration, and customer service to drive operational excellence and compliance.
• Apply Lean, Six Sigma, Agile, and industry best practices to identify process bottlenecks, inefficiencies, and risks, recommending and implementing effective improvement solutions.
• Collaborate with IT and digital transformation teams to embed technology driven solutions such as automation and AI into process workflows.
• Develop and monitor SMART KPIs specific to insurance operations, tracking improvements in efficiency, quality, and customer satisfaction.
• Facilitate workshops and training to build process excellence capabilities within underwriting, claims, operations, and other departments.
• Partner with Business Process Owners and Department Champions to address pain points and foster a continuous improvement mindset.
• Work with Operational Performance & Insights teams to develop dashboards for real-time monitoring of process performance and regulatory compliance.
• Present actionable insights and recommendations to senior leadership, supporting data-driven decision making in line with insurance industry standards and regulations.
• Ensure all process improvement initiatives comply with insurance regulatory requirements and align with corporate and Group strategies.
• Collaborate with HR to design and deploy learning programs focused on process innovation in the insurance context

Role Objectives

• Launch and maintain a Continuous Improvement (CI) program delivering.
• Demonstrate measurable business value from improvement initiatives via quantitative and qualitative metrics, including reduced turnaround times, improved claims accuracy, and enhanced customer satisfaction.
• Drive high adoption rates of optimized insurance processes across teams.

Experience and Qualifications

Years of Experience

• 7-10 years of experience in relevant experience, preferably within insurance industry insurance but not mandatory.

Education

Bachelor’s degree in business, Data Science, Information Technology, or a related field. Master’s degree or relevant certifications in process improvement, change management or operational excellence e.g. Agile, Lean Six Sigma, PMP, Scrum etc. is a plus.

Skills and Competencies

Competencies

• Strategic Vision: Ability to align strategies with organizational objectives.
• Customer-Centric Leadership: Strong focus on customer needs and satisfaction.
• Analytical Skills: Proficiency in turning data into actionable insights.
• Process Governance Expertise: Deep understanding of operational workflows, compliance, and governance.
• Change Management: Proven ability to lead operational and cultural transformations.
• Financial Acumen: Skilled in cost optimization and outsourcing strategies.

Skills

• Strong ability to analyze complex data sets, extract meaningful insights, and present findings in a clear and actionable format.
• Excellent verbal and written communication skills to interact with senior leadership, business stakeholders, and technical teams.
• Exceptional presentation and reporting skills to executive and c-level audience.
• Knowledge of industry best practices in operational excellence, process improvement & change management.