Head of Operational Excellence Head of Operational Excellence …

à Douglas, Isle of Man, Île de Man
Intérim, Plein-temps
Dernière candidature, 27 janv. 21
à Douglas, Isle of Man, Île de Man
Intérim, Plein-temps
Dernière candidature, 27 janv. 21
We have an exciting opportunity where you will drive cultural, organisational and process change within Client Services to achieve continuous improvement and operational excellence.

Accountable for leading and delivering complex strategic, transformational and efficiency projects with the goal of achieving a superior experience for customers/stakeholders and operational excellence within the business unit.

About us

Quilter International provides financial solutions for both local and expatriate investors across the globe.

The business, established on the Isle of Man over 30 years ago, employs over 500 people in Onchan, and provides operational support to Quilter International clients in the UK, Europe, Singapore, Hong Kong, Dubai, Latin America and South Africa.

As the largest life assurance company on the island, all aspects of our business share a common core objective – to deliver great customer outcomes. This objective informs our thinking and behaviour across a range of activities including product design (is it appropriate for the customer), marketing (is it well presented and easy to understand), and service (is it easy for the customer to deal with us).

Our unwavering commitment to our customers resulted in us winning 15 industry awards in 2017 including Best International Life Group UK. In addition to this we were also awarded the Defaqto Silver Service Award in both the Isle of Man and Ireland for 2017.

About the role

Here are some of the key aspects of the role:

  • Conduct a thorough review of Client Services’ processes and procedures in order to modernise and improve the client experience and differentiate it in order to drive competitive advantage.
  • Responsible for developing and implementing strategic plans, as agreed by the International ExCo, including championing a cultural change towards a customer centric organisation, focused on end to end customer experience, operational excellence, forward looking insights, process management and efficiency.
  • All proposals and recommendations to be presented to the International ExCo and senior stakeholders within Client Services and other relevant functions for input and sign off.
  • Lead focus groups to identify specific opportunities to address customer needs and service problems; help build effective solutions and develop and drive plans to ensure collaboration, buy-in and successful implementation.

Further key responsibilities can be found in the attached role profile.

About you

We are looking for an individual with the following skills and experience:

  • Proven track record of continuous improvement experience with knowledge of multiple methodologies.
  • Proven experience in a senior-level strategic position.
  • Strong leadership skills, including the ability to effectively partner, problem solve, and influence others.
  • Unique combination of problem solving, analytical and strong delivery skills.
  • Effective influencing, communication and collaboration across multiple business functions.
  • Strong business acumen and technology knowledge required to deliver a holistic plan that delivers the greatest value possible.
  • Able to drive strategic and detailed analysis and summarise effectively to support decision making by others.
  • Strong driver of results, but able to partner with others collaboratively to achieve those results.
  • Proven abilities to transfer knowledge in the support of talent development and succession planning.
  • Qualified in improvement methodologies such as Lean, Six Sigma, TQM, Kaizen


No matter what job you do you should feel valued and appreciated.  That's why we offer a competitive total reward package, which enables our employees to share in the success they help to create.

Core Benefits (Fixed Term Contract)

Holiday:  26 days

Quilter Incentive Scheme:  All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it

Our promise

At Quilter, we're committed to creating an inclusive culture that embraces diversity. We promote equal opportunities and make sure no applicant receives less favourable treatment on the grounds of gender, marital status, nationality, ethnicity, age, sexual orientation, responsibilities for dependants, physical or mental disability. We select candidates for interview based purely on their skills, qualifications, experience and potential.

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