Title: Strategy & Planning Lead, Operations Excellence
Department: Operations
Team: Operations Excellence
Location: London/Hybrid
Type: Permanent
About the Role
The Strategy & Planning Lead plays a critical role in shaping and driving the strategic agenda of the Operations Excellence function within LII. Reporting into the Head of Operations Excellence, there will be a strong focus on developing value propositions that can transition into formal programs of work, conducting internal strategic assessments on LII objectives and external analysis of our peers and how we can compete to become a top quartile organization.
This role will also help shape service models for our Operations organization, developing persona’s of the future to support the policy lifecycle and driving implementation of those models through our strategic programs. This role combines strategic foresight with execution discipline, ensuring that business priorities align with organizational objectives and deliver measurable outcomes across operations.
Key Responsibilities
Strategic Planning & Alignment
- Partner with the Head of Operations Excellence to shape the operating model and roadmap for the Operations Excellence function, its capabilities and value proposition for LII.
- Develop operating and service model designs to enable an efficient operations with a focus on quality of service, automation and scale
- Develop materials, including strategic playbooks, to articulate the value of key Operations Excellence initiatives and solicit stakeholder feedback and buy-in
- To develop and apply planning and analysis skills to effectively solve complex business issues
- Develop knowledge of developments and advancements inside and outside of the insurance industry to translate into LII focused recommendations
- Partner with LII Ops leadership to assess and align initiatives with overall strategic goals
- Define and maintain LII Ops 2030 strategic plans into actions, performance metrics and success criteria.
Operations Excellence
- Design and implement common as possible frameworks to embed within the LII organization
- Support the Right Work, Right Desk agenda of process optimization, standardization, and automation initiatives across LII operations.
- Champion continuous improvement methodologies and data driven methodologies (Lean, Six Sigma, Kaizen) to enhance efficiency and customer experience.
- Identify operational risks, gaps, and dependencies; recommend solutions to improve resilience and compliance.
Performance Management
- Establish, monitor and assess KPIs, KRIs and dashboards to translate business performance into insights and actions
- Conduct periodic business reviews, highlighting achievements, challenges, and corrective actions.
- Support the delivery of initiatives that can unlock tangible business value (financial, non financial, customer experience).
Change Leadership & Stakeholder Engagement
- Act as an advisor to the Head of Operations Excellence and LII Ops stakeholders on strategic initiatives and transformation efforts.
- Engage and influence cross-functional teams, building strong internal partnerships with underwriting, claims, IT, finance, and risk.
- Champion change management efforts to embed a culture of excellence, business agility and accountability.
Market & Competitive Intelligence
- Monitor insurance industry trends, regulatory changes, and competitive movements.
- Provide insights and recommendations to position the organization for long-term success
Experience & Skills
- Experience within a strategic planning, operating model design, consulting and change background from within Insurance highly desirable
- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group including executives, managers, and subject matter experts
- Strong team player, with an appreciation of the need to ensure strong links are built and maintained with other business functions and areas
- Ability to develop and apply consulting skills and effectively solve complex business problems
- The ability to articulate complex problems, recommendations and solutions in a simple and logical manner
- Experience of owning and managing initiatives from the planning stage through to delivery
- Ability to be adaptable, work with incomplete information and remove obstacles in a rapidly changing environment
About Liberty Specialty Markets & Global Risk Solutions
Liberty Specialty Markets (LSM) is part of Global Risk Solutions and the broader Liberty Mutual Insurance Group, a leading global insurer. We are committed to putting people first and fostering a vibrant, inclusive environment that supports career development, diversity, equity and inclusion. Our Operations Excellence team plays a critical role in driving operational efficiency and enabling our strategic goals through innovation and continuous improvement.
For more information about our culture and values, please visit:
- https://www.libertyspecialtymarkets.com/gb-en/careers/working-for-us
- https://www.libertyspecialtymarkets.com/gb-en/careers/diversity-inclusion-wellbeing/diversity-and-inclusion
