Performance Development SME

Continuous Improvement and Transition Support Officer – Level 3

Role Purpose:

The primary purpose of this role is to deliver and implement process improvements that enhance operational efficiency and ensure excellent customer service. Additionally, this position is also responsible for facilitating the smooth transition of any product or service transitions to CBSP Claims team.

Key Responsibilities:

1. Work closely with the team to identify improvement needs and manage the end-to-end process from discovery to implementation until post analysis of any identified opportunities.

2. Develop credible trust based relationships and work closely with senior stakeholders across the team processes to define process improvement priorities and to create a strong continuous improvement culture within the organization.

3. Ensure that effective quality processes are adhered to and that appropriate tools and processes (e.g. Lean Sigma) are being used to drive Continuous Improvement.

4. Lead initiatives aimed at improving customer service quality and ensuring that the claims team meets or exceeds service level agreements (SLAs).

5. Own the outcome of rigorous, auditable outcomes and measurements to drive sustained process improvements (for the projects under her/his supervision).

6. Develop and maintain documentation related to process improvements, including standard operating procedures (SOPs) and training materials.

7. Act as main point of contact and to coordinate and support the transition of new products and services to CBS, ensuring that all stakeholders are informed and prepared for changes.

8. Provide support to Reports Analyst and team leaders in creating and ensuring reports and accurate and reliable.

9. Work with various stakeholders including regional claims team on any process improvements/ FORWARD projects related to Claims.

10. Collaborate with the Claims team to identify areas for process improvement within the claims operations.

11. Analyze current processes and workflows to develop and implement strategies that enhance efficiency and effectiveness.

12. Facilitate training sessions and workshops to educate team members on new processes, tools, and best practices.

13. Monitor and evaluate the impact of implemented improvements and transitions, providing feedback and recommendations for further enhancements.

14. Foster a culture of continuous improvement within the claims team by encouraging feedback and suggestions from team members.

15. Stay updated on industry trends and best practices related to claims management and customer service to inform improvement initiatives.

16. Performs other duties as assigned.

Experience:

• Strong understanding of continuous improvement methodologies (e.g., Lean, Six Sigma) and experience in implementing process improvements.

• Excellent analytical and problem-solving skills, with the ability to assess complex situations and develop effective solutions.

• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

• Proficient in project management tools and software, as well as Microsoft Office Suite (Excel, Word, PowerPoint).

• Experience with transition management and change management principles.

• Strong sense of ownership, highly productive and efficient, with a business-like and delivery-focused approach

• Logical thought processes, attention to detail and highly organized

• Independent worker and analytical thinker with ability to conduct investigation and data analysis

• Ability to juggle multiple projects and working effectively to deadlines under pressure

• Exceptional coaching skills

• Ability to develop and implement appropriate claims management strategies and plans.

• Possess strong customer service behaviour.