Ops & Strategy London

About the Role
  
Our client is looking for a process-driven operations professional to help optimize and scale a growing claims function by improving workflows, driving operational efficiency, and supporting product adoption. Sitting at the intersection of operations and product, this role will focus on identifying process bottlenecks, translating frontline challenges into actionable improvements, and ensuring new tools, automations, and workflows deliver measurable impact. The ideal candidate enjoys solving operational problems, working closely with end users, and using data to drive continuous improvement in a fast-paced environment.
  
Key Responsibilities

• Partner with operations, claims, and product teams to ensure solutions address real-world business needs and customer challenges.
• Analyze workflows, operational processes, and performance data to identify inefficiencies and improvement opportunities.
• Gather feedback from frontline teams and translate operational requirements into clear recommendations and actionable plans.
• Support the design, testing, and implementation of process improvements, system enhancements, and automation initiatives.
• Develop rollout plans, adoption strategies, and feedback mechanisms to ensure successful implementation of new solutions.
• Monitor the effectiveness of process changes using operational metrics, user feedback, and performance data.
• Create and maintain process documentation, workflow maps, standard operating procedures, and business requirements.
• Act as a key liaison between operational teams and product stakeholders, ensuring clear communication and alignment.
• Drive continuous improvement initiatives that enhance efficiency, reduce manual effort, and improve customer experience.

Requirements

• Experience in operations, claims, insurance, InsurTech, or a similar process-focused environment.
• Strong process improvement and workflow analysis skills, with the ability to identify root causes and implement practical solutions.
• Comfortable working with data, spreadsheets, dashboards, and operational reporting to identify trends and measure outcomes.
• Excellent written and verbal communication skills, with the ability to tailor messaging for different stakeholder groups.
• Strong stakeholder management skills and the ability to collaborate effectively across operations, product, and leadership teams.
• Highly organized, self-motivated, and comfortable working in environments with ambiguity and evolving priorities.
• Proven ability to manage initiatives from problem identification through implementation and adoption.
• Experience creating documentation such as business requirements, process maps, SOPs, or workflow guides is beneficial.
• Familiarity with reporting, analytics, or business intelligence tools is advantageous.
• Experience in high-growth, technology-enabled, or startup environments is a plus.