Manager: Service Design & Process Transformation MMH

• SCRUM / Agile experience.

The role is responsible for supporting the design, optimisation, and transformation of business processes, service models, and supporting business and operating model transformation initiatives.

This role supports the Head of Service Design and Business Transformation and operates at the intersection of sales, client service, product, actuarial, and technology teams, ensuring that strategic service model design translates into executable and streamlined business operations for Momentum Corporate.

This role supports the Head of Service Design and Business Transformation in the team’s objective to lead the definition and design of enterprise-wide transformation of service models and business processes optimisation, enabling a seamless, scalable and efficient service operating model for all planning units within Momentum Corporate.

• Post graduate qualifications in Business, Information Technology or related field / Business Analysis diploma.
• 3+ years of experience in an insurance or financial industry environment with experience in employee benefits client service and product management / implementation beneficial.
• 5+ years’ experience in the insurance, employee benefits or another B2B2C industry with experience in business process design and optimisation, client journey mapping is essential.
• Knowledge and experience of business systems, service models and product management.
• Experience supporting enterprise-scale service model design or implementation initiatives will be an advantage.
• Exposure to business process design supporting product design and implementation, preferably in complex or regulated environments (e.g., financial services, insurance, telco) will be an advantage.
• Experience working across business, actuarial, product, and technology domains.
• Experience in process performance monitoring and reporting, user adoption and performance metrics is essential.
• Design Thinking and facilitation experience is essential.
• SCRUM / Agile experience.
• Strong project management capabilities and experience building business cases.
• Strong track record for driving change through collaboration, building relationships and trust and obtaining buy-in from key stakeholders.
• Proven track record and passion for identifying business process inefficiencies and opportunities for implementing solutions for business process optimisation.
• Product knowledge and product development frameworks

• Support the end-to-end design and implementation of service models to enable a differentiated, digitally enabled and harmonised client experience across the business.
• Facilitate the translation of client experience strategies into practical service design blueprints, processes, governance, and performance measures.
• Monitor adoption of service designs that are scalable across product lines.
• Work with key stakeholders to ensure alignment between service design, operational capabilities, and business strategy.
• Facilitate business and process transformation workstream activities (product, commercial, operations etc) for the ecosystem modernization programme.
• Facilitate structured design workshops for service model design and implementation.

• Manage and execute the Business Process Optimisation roadmap for the business, ensuring that all processes in the business are documented.
• Facilitate the design and redesign of high-impact business processes (e.g. client onboarding, claims, administration, servicing etc.)
• Identify and redesign business processes to remove process inefficiencies, bottlenecks, duplication, and waste.
• Ensure business processes are scalable, compliant, and digital-first.
• Champ…