Solutions Senior 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 & Sustainability, this role is responsible for managing the Solutions team within Operations 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 the Senior Manager for the Solutions team, you will be responsible for the management of the Solutions team and prioritisation of work, improving process governance and efficiency in a strategic manner to deliver savings and benefits, and setting the future strategy of the team to support a rapidly growing and maturing business.

Job Responsibilities:

• Creating a shared strategic vision for the evolution of the Solutions teams
• Creating and owning a strategic roadmap for the Solutions team with clear objectives, deliverables and timelines to meet that vision
• Ensuring the Solutions team has robust processes to assess and prioritise requests from other parts of the Operations team
• Effective prioritisation of work across the Solutions team, identifying where capacity constraints require prioritisation decisions
• Ownership of Process Governance across Operations; this aims to ensure our processes are efficient and fit for purpose, and have the appropriate controls; responsibilities include:
  • Managing the Process Governance Framework as it is today including process review meetings and process improvement actions
  • Prioritising and actioning work resulting from process review meetings
  • Working with other Operations sub-teams to ensure process governance is adhered to
  • Ensuring new processes created for new products or launched are fit for purpose
  • Evolution and strengthening of the Process Governance Framework
  • Working with other functions Future expansion of the framework beyond Operations
• Driving automation across Operations processes including:
  • Maintenance and control of automated processes that support claim fulfilment
  • Adopting and rolling out new RPA tools
  • Systematic automation of processes
  • Ensuring appropriate governance and controls are in place for automated processes
  • Detailing our future automation strategy
• Monitoring and maintaining our outsourced processes including actioning change requests for these processes
• Owning the relationship between SquareTrade Europe and our outsourced service provider
• Solutions team management and development (currently comprises one Manager)
• Monitoring and improvement of KPIs owned by Solutions (e.g. claim closure efficiency, ACS enrollment success)

Skills and qualities: 

• Proven experience and expertise in process management, improvements, and governance
• Knowledge of governance best practice relating to process governance
• Track record of process enhancement and improvement preferably using automation tools
• Strong analytical and problem-solving skills
• Ability to lead and execute cost-saving initiatives
• Strategic mindset and ability to craft a strategic roadmap and vision
• 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
• Experience in balancing the demands of multiple stakeholders and managing expectations
• Excellent written and verbal communication skills 

• Bachelors degree (minimum)
• A minimum of 5 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.