Solutions Manager, Europe

Who We Are

SquareTrade is the fastest growing partner in the global device protection market and we work with many of the world’s largest operators, retailers and manufacturers. Our obsession with putting the customer first, from our transparent T&Cs to our better products, always available online claim filing and our flexible resolution options, are all underpinned by our exceptional team. This is the secret behind how we’ve continued to shake up the industry. We are the ones transforming a “bad” service category into something that empowers people to take care of the things that keep life running smoothly. Together, we’re united by the same end goal: to completely change what people expect from an insurance plan.

We now protect over 140 million devices globally and work across Europe, with partners including Apple, T-Mobile and Telenor. We have been first to market with a number of key innovations, including fully-digital claims, choice of resolution option, next day exchange and same-day services via local and on-site repair. Our European ambition continues to grow as we step into new sectors including B2B, CE insurance and trade in products.

Reporting to the Head of Solutions, this role is responsible for the core activities that the Solutions team performs to support the boarder Operations function at SquareTrade Europe.

The Solutions team aims to empower the whole Operations team by providing robust governance & controls for our processes, while aiming to increase process efficiency through enhancements, automation, and outsourcing.

As a Manager in the Solutions team, you will be responsible for managing the outsourced and automated processes which support the objectives of Operations, and for actioning many of the process improvement and change requests that come from Operations. The roles also contributes to governance improvements, cost saving initiatives, and strategic transformation projects to support a rapidly growing and maturing business.

Job Responsibilities:

• Actioning process change and support requests from the Operations team
  • The Solutions supports the Operations team through the management of outsourced and automated processes
  • In addition the Solutions team also supports other members of the Operations team with technical data requests (SQL queries)
  • The backlog of incoming requests is prioritised and actioned by the whole Solutions team
  • These requests include
    • SQL query drafting and troubleshooting
    • Outsourced process change or outsourcing request
    • Automated process change or new automation request
• Assist in driving automation across Operations processes including:
  • Maintenance and control of automated processes that support claim fulfilment
  • Testing and adoption of new RPA tools
  • Systematic automation of processes
  • Ensuring appropriate governance and controls are followed for these automated processes
• Supporting in the day to day application of strong process governance:
  • Actioning the Process Governance Framework as it is today including process review meetings and process improvement actions
  • Actioning work resulting from process review meetings (placed into the Solutions team backlog)
  • Working with other Operations sub-teams to ensure process governance is adhered to
  • Identifying opportunities to enhance and strengthen the Process Governance Framework
• Play a role in transformational change projects
  • These large projects involving several Operations sub-teams or other functions
  • They deliver material transformation and cost savings to the business
  • The solutions team will often play a role in delivering these projects and managers are asked to lead smaller transformational projects when the skill set is appropriate
• Monitoring KPIs owned by Solutions (e.g. claim closure efficiency, ACS enrollment success)

Skills and qualities: 

• Strong analytical and problem-solving skills
• Proven experience and expertise in process management, and improvement
• Track record of process enhancement and improvement preferably using automation tools
• Ability to execute cost-saving initiatives
• Entrepreneurial mindset and a desire to improve the status quo and challenge entrenched ways of working
• Detail-oriented and highly organised, with the ability to prioritise and manage multiple tasks simultaneously
• Ability to build effective working relationships and deal with stakeholders at all levels
• Strong written and verbal communication skills 

• Bachelors degree (minimum)
• A minimum of 3 years of experience working in Operations roles with a strong analytical background
• Familiarity with process automation and improvement 
• SQL and Excel skills (required)
• Data visualisation e.g. Power BI Tableau (expected)
• Automation tools (ideal)
• Six Sigma training (desirable)
• Insurance sector (desirable)

We work in a hybrid model: 3 days in the office, 2 days from home. 

All your information will be kept confidential according to EEO guidelines.