Position: Project Manager - Business Process Optimisation / Re-engineering
Department: Operations / Transformation / Continuous Improvement
Reports to: Head of Operations Excellence / Transformation Lead
Role Overview
The Project Manager will lead process optimisation and re-engineering initiatives to drive efficiency, reduce costs, improve customer experience, and strengthen operational excellence across the insurance business. The role involves analysing end-to-end processes, identifying improvement opportunities, and managing change initiatives in alignment with business strategy and regulatory requirements.
Key Responsibilities
- Lead business process optimisation and re-engineering projects across functions such as new business, underwriting and claims.
- Map, analyse, and redesign existing processes to eliminate inefficiencies, reduce manual work, and improve turnaround time.
- Work with business stakeholders to identify pain points and opportunities for digitisation, automation, and simplification.
- Develop business cases, project plans, and success metrics for optimisation initiatives.
- Manage project execution, including scope, timelines, risks, issues, and dependencies.
- Collaborate with IT, data, compliance, and business teams to implement process/system enhancements.
- Facilitate workshops and change management sessions to ensure adoption of new processes.
- Monitor post-implementation performance and ensure continuous improvement.
- Ensure all process changes comply with insurance regulations, internal controls, and risk frameworks.
- Champion a culture of operational excellence and innovation across the organisation.
Qualifications & Skills
- Bachelor's degree in Business, Finance, Insurance, or related discipline (Lean Six Sigma certification preferred).
- Highly desirable to come from Big 4 consulting
- 5+ years of project management experience in process optimisation, business transformation, or operational excellence, ideally in insurance or financial services.
- Strong understanding of insurance operations (policy administration, claims, underwriting, customer service).
- Demonstrated ability to lead cross-functional projects with measurable results.
- Skilled in process mapping, root cause analysis, and re-design methodologies.
- Familiarity with automation, workflow tools, and digital transformation initiatives.
- Excellent stakeholder management, facilitation, and communication skills.
- Strong problem-solving, analytical, and organisational capabilities.
- Change management experience (Prosci/ADKAR or equivalent) is an advantage.
Key Competencies
- Process Excellence & Continuous Improvement
- Project & Change Management
- Analytical & Critical Thinking
- Stakeholder Engagement & Influence
- Innovation & Transformation Mindset
- Results-Oriented Execution
