Process and Continuous Improvement Manager

London, England, United Kingdom

12/18/2024

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly.

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most.

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How We Work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact.

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

The Operational Excellence team

The Operational Excellence Team is focused on achieving superior performance by optimising processes, eliminating system inefficiencies, and fostering a culture of continuous improvement. Its main aim is to increase operational efficiency, reduce customer contact, and remove pain points for both customers and agents.

We’re looking for a Process and Continuous Improvement Manager to join our dynamic Operational Excellence team. If you're passionate about process mapping, analysis & improvements; simplifying systems, contributing to organisational-level optimisation programmes and driving sustainable change, this role offers the perfect opportunity to make a meaningful impact. The ideal candidate will have Process Mapping expertise (with tools similar to MS Visio/ Figma), recognised accreditations (Lean Six Sigma Green Belt or above), and domain knowledge (ideally Insurance or Financial Services), with a strong background in process, system and workflow improvements. The candidate will have the opportunity to own the implementation of process and automation quick wins through Macros/ Python Scripts, to reduce manual operational tasks and improve operational efficiency.

What You’ll Be Doing

• Lead process mapping workshops and facilitate discussions to gather insights and feedback from subject matter experts and other cross-functional stakeholders, to streamline workflows, reduce operational costs, and enhance overall performance
• Document process maps, standard operating procedures (SOPs), and other relevant documentation to ensure clarity and consistency
• Conduct root cause analysis to identify underlying issues and develop sustainable solutions
• Develop and implement strategies to identify areas for improvement and Continual Improvement Opportunities within cross-functional processes, systems and operations.
• Monitor and measure the effectiveness of process improvements, tracking key performance indicators (KPIs) and making adjustments as needed
• Utilise data analysis techniques to identify trends, patterns, and opportunities for optimisation
• Stay abreast of industry trends, regulatory changes, and emerging technologies related to live chat operational processes and motor insurance operations
• Lead process optimisation projects from conception to implementation, ensuring timely delivery and measurable results
• Design and implement performance metrics to track progress and measure the impact of improvement initiatives
• Provide training and support to team members on continuous improvement/ process mapping methodologies, best practices and tools
• Understands and can drive an end-to-end flow of process mapping, process analysis, process optimisation, process rollout and process monitoring
• Act as a change agent by fostering a culture of continuous improvement and innovation within the organisation and secure employee engagement and commitment to change initiatives
• Strong technical know how to be able to suggest and prioritise technical improvements based on potential impact and effort required
  
  

Who You Are

• A dedicated individual with the ability to work independently yet collaboratively in a fast-paced environment delivering quick and quality outcomes
• Strong passion for continuous improvement methodologies and proven experience in process improvement, preferably within the insurance industry or related fields
• Skilled in prioritisation, synthesis, and analysis of complex information
• A people person with excellent Stakeholder Management skills,
• Skilled to analyse the gaps, and give recommendations to teams from Process, Systems and Data improvement point of view.
• Someone who takes ownership and has a bias for action, with an ability to collate and present recommendations to leadership, aligned to the strategic goals.
• Detail-oriented, with a flexible and diplomatic approach to managing and influencing diverse teams and cross-functional stakeholders
• Highly organised, with a focus on safety, quality, and productivity in all processes
• Strong project management skills, with the ability to handle multiple priorities in a fast-paced environment
• Customer-focused mindset with a dedication to service excellence
• Strong problem-solving abilities with a focus on delivering practical and sustainable solutions
  
  

What We're Looking For From You

• Recognised accreditations in Lean and Six Sigma (Green Belt/ Black Belt)
• Knowledge and practical experience on Process Mapping/ BPMN (MS Visio/ Figma) and Minitab (or similar statistical tools)
• Strong analytical skills with the ability to interpret complex data sets and identify actionable insights (Advanced Excel/ Google Sheet Analysis)
• Excellent project management skills, including the ability to prioritise tasks and manage multiple projects simultaneously.
• Effective communication skills, with the ability to convey technical concepts to non-technical stakeholders.
• Business Process Management Tools experience and understanding of integrating it in the current landscape (desirable)
• Experience in building simple process Automation (Macros, Python Scripts, etc.) and ability to create requirements for Robotic Process Automation as quick wins from the process optimisation exercise (desirable)
  
  

Perks of the job

• Hybrid working - Spend 2-3 days a week with your team in our collaborative London office 🏢
• Competitive bonus scheme - designed to reward and recognise high performance 🌟
• Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes 💰
• Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office 🛫
• Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚
• Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓
• Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches 🏥
• Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
• Tech scheme - Get the latest tech for less 🖥
  
  

Plus all the rest; 25 days holiday (+ bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

Our Process

We Break It Up Into 3 Stages

• Initial call with a member of our Talent Acquisition team (30 mins)
• A skill-based/technical interview where you will discuss your previous experience with two members of our Ops Excellence Team (60 minutes)
• A culture interview to check that your work style fits our processes and values (60 minutes)
  
  

We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give individual feedback on each application

Background checks

To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this!

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.