Process Excellence Specialist

**Why You'll Love Working with Tower**

At Tower, our values are the heartbeat of every interaction. We prioritize our people, fostering a diverse and inclusive environment where everyone can thrive. We encourage you to bring your whole self to work, representing the vibrant communities we serve. We celebrate all ages, genders, sexual orientations, races, religions, and everything else that makes our culture unique. Proud holders of the Rainbow and DV Free Ticks, we are committed to inclusivity and safety.

We are on a mission to lead our industry into a customer-centric future with innovation and disruptive thinking. As a unique Kiwi and Pacific insurance provider with over 150 years of history, our roots trace back to Dunedin.

**What you will be doing**

Unlock the potential for operational excellence in this exciting, recently created team.

Reporting directly to the Head of Process Excellence, you will work with the Claims team and be responsible for improving customer outcomes through simplifying and automating processes, whilst also uplifting operational capability.

This is a great opportunity if you enjoy deep diving into challenges, swiftly pinpointing bottlenecks, and articulating issues effectively. Your role involves dissecting processes to understand their inner workings, identifying inefficiencies, and proposing actionable solutions. You'll be instrumental in driving change, implementing improvements, and ensuring smooth operations. If you're passionate about making a tangible difference, helping people grow and enjoy the intricacies of problem-solving, this role is tailor-made for you.

**Dive into the heart of your responsibilities**
- Lead and deliver process improvement projects across Cclaims at Tower, engaging with and working alongside the business and other relevant teams to achieve measurable outcomes and benefits.
- Partners with various teams around the business to identify automation opportunities and build out cost/benefits analysis and requirements as required, with BA support
- Review E2E processes to identify wastes and opportunities to improve, quantifying potential benefits, prioritising them and building a compelling case for change with the business sponsor
- Establishes current state process and defines and documents future state, working with the business and tech teams to implement, including performance metrics
- Manage project delivery including resources, stakeholders, costs, risks and issues. Coordinates across the relevant teams and provides regular comms updates
- Applies change management tools and uses governance/operating rhythm/metrics to embed the changes into BAU
- Help deliver the operational capability uplift of our people by training and coaching the business in process improvement tools and process excellence to transfer the skills and help establish a continuous improvement culture
- Documents processes and support process ownership/governance
- Becomes a trusted partner to the business on process improvement

**What you'll need**
- Minimum of bachelor's degree - preferably relevant i.e. management, business, operations
- Experience working in the financial services industry or other transactional processes, with Claims experience preferred.
- Proven experience in delivering operational improvements with defined and tangible outcomes in complex cross-functional environments that involve people, process and technology/automation changes.
- Well experienced in facilitating business transformation and change management, including training and coaching to transfer across basic process improvement skills and capabilities.
- Growth mindset - challenges the status quo, self-starter, curious, pays attention to detail.

**Our Commitment**

We pride ourselves on encouraging everyone to bring their whole selves to work, embracing diverse opinions, experiences, and backgrounds. Our commitment is to create an inclusive workplace where our people come first, feel valued, safe, and respected. If you feel comfortable doing so, please let us know early in the process.

As part of our commitment to your success, you'll be buddied with an experienced team member who will guide you through your first few weeks, helping you familiarize yourself with our processes, culture and team. Your buddy will be available to answer any questions, share valuable insights and provide continuous support to ensure you feel confident and comfortable from the get-go.

**What we'll bring to the table**

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

**Highlights include**:

- Our people come first as we offer 16 weeks of paid leave for the primary carer and 4 weeks of paid leave partner's leave.
- A paid day off on your birthday, as well as two extra annual leave days every year and the option to buy an additional eight days of leave. So up to six weeks off
- Annual Performance Review where you get to showcase you