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.
Main focus of this role:
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
Articulate business requirements when needed as a 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:
Run/Support process mapping activities following the Hiscox EU standard (Process Management Framework) and support the Operations and Process Manager at the Design Authority acting as an advisor on changes requested to processes
Assure the analysis and arguments relevant to decision making are prepared (or prepare them if needed) and accurate
Be a subject matter expert to the relevant stakeholders across the business (at all seniority levels) to discuss impact from processes
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
Own process updates, customer journey definition, support projects across the European business and extract actionable improvements from those exercises
Support 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
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