Head of Business Improvement
Salary: £90,000 - £120,000
The Head of Business Improvement will be a member of the Operations Leadership Team reporting into the Operations Director.
The role holder has a critical leadership role in setting the direction for transformation, development, and execution of all UK Operations improvements and is jointly responsible with peers for driving operational change, process improvement and optimisation across UK.
Manage and enhance key capabilities (MI, Systems design/ delivery, helpdesk, RCA, knowledge management, governance and business improvement consultancy) to work closely with other functions to deliver continuously improving, data-driven, end to end processes within and outside UK Operations.
Accountabilities & Activities:
Structure the business improvement functions to operate effectively to deliver improvements (simplify, automate, digitize, optimise, change, remove, etc) systems, structures and processes to improve compliance, customer experience, quality and efficiency across UK Operations
Develop a robust understanding of current operational costs and waste and develop Business Improvement KPI's / metrics
Ensure progress against these metrics are monitored and reported against objectives of all operations functions as well as reported in relevant UK committees, leadership teams and functional teams
Consult and work closely together across all UKI functions to identify, scope and propose opportunities for operational improvement and efficiency, including in functions outside operations (such as Sales, Product, Health and Benefits Management, Change, Actuarial, etc) to ensure the whole end to end process is improved.
Excellent track record of personally leading operational change and business improvement, optimising resources (people, processes and technology) as required
Ideally have experience of the FCA and/or the Financial Services regulatory environment
Demonstrated ability to build strong and effective working relationships to harness people, process and technology, engaging and mobilising resources within other functional areas to drive results
Robust understanding of data and analytics to drive operational efficiencies
Strong leadership skills; able to motivate and manage a diverse team, and deploy and develop resources effectively
Strong individual with the ability to communicate and negotiate at all levels