Continuous Improvement & Transition Support Officer (Project Coordinator)

About the role

This position is responsible for delivering and implementing process improvements that boost operational efficiency and ensure excellent customer service within the claims team. The role also coordinates the smooth transition of new products and services to the claims operation, acting as the main point of contact for stakeholders.

Key responsibilities

• Identify improvement opportunities and manage end‑to‑end implementation, from discovery through post‑analysis.
• Build trust‑based relationships with senior stakeholders to define improvement priorities and foster a continuous‑improvement culture.
• Apply quality processes and tools such as Lean Six Sigma to drive improvements.
• Lead initiatives that enhance customer service quality and meet or exceed service level agreements.
• Own rigorous, auditable outcomes and measurements for supervised projects.
• Develop and maintain SOPs, training materials, and related documentation.
• Coordinate and support the transition of new products and services, ensuring stakeholder readiness.
• Assist reports analysts and team leaders in creating accurate, reliable reports.
• Collaborate with regional claims teams on forward‑looking process improvement projects.
• Analyze current workflows, implement efficiency strategies, and monitor impact.
• Facilitate training sessions and workshops on new processes, tools, and best practices.
• Encourage feedback and suggestions to sustain a culture of continuous improvement.

Required profile

• Detail‑oriented professional with experience in continuous improvement, transition management, project management, and claims insurance.
• Strong analytical mindset and ability to manage timelines and milestones.
• Proven ability to work collaboratively with cross‑functional teams and senior stakeholders.
• Excellent communication skills for training, documentation, and stakeholder updates.

Required skills

• Lean Six Sigma methodology