Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.
Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.
What we're building
Flexible Across All Locations - London, Potters Bar, Isle of Man, Bristol
Job type: 2 year FTC
We now need a Business Process Analyst to support the transformation and the future growth of the business within the Customer Services function, so it can stand out for the experience and service we deliver by building on our service reputation, and delivering market-leading service excellence for our customers and advisers.
Drive the process governance framework and the effectiveness of our processes
Collaborate with key stakeholders across the business to achieve our customer goals
What you'll do
Map processes to Customer Journeys and understand the moments of truth and pain points within the process, along with overall process performance (process time, cycle time, customer feedback, unit cost, volume etc.) to enable the effective prioritisation of improvement activities.
Support the delivery of process improvement activities and projects (including but not limited to diagnostics, process mapping, model office use for roll out). Embed new ways of working and report on benefits realisation across the portfolio of ongoing improvement activities.
Use data collection mechanisms to carry out data collection and conduct data and trend analysis. Present Business cases and process performance to decision makers. This includes delivering high quality investigation reports.
Participate in the Process Governance Framework, ensuring that standards are maintained for how we manage and improve process.
Build and maintain effective working relationships with colleagues at all levels throughout the company and with external partners as appropriate. Influence, collaborate and engage with stakeholders at all levels to embed process thinking. Collaborate with other functions and programmes to share information and learnings
Who you are
Understanding of Lean and Six Sigma skills and methodology or equivalent
Ability to collect, interpret and analyse data
Design and facilitation of Improvement Workshops
Benefits definition and realisation
Ability to manage and prioritise workload
Able to work with people across all levels from front-line agents to senior management
Aptitude to learn and make a difference
Curiosity and tenacity to explore beyond the immediate circumstances to identify further improvements
Minimum 5 A* - C / 9 – 4 Grade GCSEs (including English and Maths) or equivalent – essential
Previous experience of Customer Services and Experience (Advantageous)
Process automation and insurance industry knowledge (Advantageous)
What you'll like about working here
As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme. You'll also receive the support you need with your personal and professional development.
Diversity and inclusion
Canada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences