Job role: Training & Operational Excellence Specialist
Function: Operations & Technology
Reporting to: Operational Excellence Lead
Location: London
**3 days a week on site in London, 2 days remote working**
The Opportunity
We are looking for an experienced Training & Operational Excellence Specialist to join an established Operations & Technology function within a leading commercial insurance organisation. This is a broad role combining training design and delivery, process improvement, governance and operational excellence. You will take ownership of developing and maintaining training materials, coordinating training activity and supporting teams across the UK and Continental Europe.
Working with senior stakeholders and teams across Underwriting, Operations, Claims, Finance and other business functions, you will identify training needs, develop practical solutions and help ensure new and existing processes are understood and embedded effectively. The position will also support audit requirements, analyse operational and training data, and contribute to improvements in operational quality, controls and governance.
Key Responsibilities
- Partner with HR, senior leadership, Underwriting and Transformation teams to identify training needs and capability gaps.
- Develop comprehensive training plans, materials, process guides and supporting resources.
- Deliver training to a range of audiences across Underwriting, Operations, Claims, Finance and other business areas.
- Create bespoke training programmes for new processes, change initiatives and new starters.
- Maintain and update existing training materials, ensuring appropriate version control and governance.
- Act as a Subject Matter Expert (SME) in the development of new processes, procedures and operational guides.
- Support project and change teams with the creation and rollout of training for new initiatives.
- Monitor training completion, engagement and effectiveness across multiple locations.
- Analyse training results and feedback, identify areas for improvement and implement appropriate changes.
- Produce detailed management information, analysis and reports relating to training deployment, completion and effectiveness.
- Support audit activity and the completion of relevant audit actions.
- Work with the wider Operational Excellence team to identify opportunities to simplify and improve processes, controls and ways of working.
- Support training and process requirements involving third-party service providers and contracted partners.
- Ensure activities comply with relevant legal, regulatory and governance requirements.
- Undertake additional operational excellence activities appropriate to the role.
Skills & Experience
- Strong experience developing and delivering complex training programmes and materials.
- Experience delivering project, transformation or change-related training to varied audiences.
- Excellent attention to detail and strong organisational skills.
- Experience within commercial insurance, ideally with knowledge of Underwriting and/or Claims processes.
- Knowledge and practical experience of operational excellence, process improvement or business process management.
- Strong analytical skills with the ability to interpret results and recommend improvements.
- Experience producing management reports and written analysis.
- Strong Microsoft Office skills, particularly PowerPoint, Word and Excel.
- Excellent interpersonal, presentation and communication skills.
- A proactive approach with the ability to manage multiple priorities and stakeholders.
- An understanding of relevant regulatory and legal requirements within a regulated environment.
What We're Looking For
This opportunity would suit an experienced Training Specialist, Learning & Development professional, Operational Excellence Specialist or Change Training professional who enjoys combining training delivery with process improvement.
You'll be comfortable working with stakeholders at different levels of an organisation, translating complex processes into clear and engaging training materials, and using data and feedback to continually improve how training is delivered.
