Job Description
Head of Process Management with proven Customer Operations experience urgently required by a market-leading Financial Services company.
This is a permanent role flexibly based from their Nottingham HQ (3 days / week on-site), offering a basic salary of £75,000 - 85,000 + excellent benefits package.
You will own and optimise business-critical processes across Customer Operations, ensuring they drive customer outcomes and business value. You’ll champion a continuous improvement mindset, embedding data-led decision making and Lean principles.
You will lead the design, governance, and continuous improvement of critical business processes across contact centre, digital servicing (including chat), and payments operations.
Supported by a team of skilled Process Managers, you’ll embed a culture of data-driven continuous improvement, champion best-in-class process management, and ensure operational resilience while delivering real value for customers.
To be considered for this position applicants must have the following:
* Proven experience owning and optimising complex operational processes
* Good understanding of contact centre technology and digital service models
* Proven continuous improvement background
* Excellent process management skills (Lean Six Sigma)
* Excellent knowledge of risk frameworks, compliance, and regulatory requirements
* Proven exposure working with external suppliers
* Strategic thinker with excellent problem-solving and analytical skills
* Exceptional stakeholder management and influencing skills, with the ability to drive change in a matrixed environment
This is an excellent opportunity to step into a senior, highly visible role with broad cross-functional impact, working closely with Technology, Risk, Compliance, and external vendors to build efficient and effective processes.
You will engage with external partners - including card manufacturers, payment providers, and regulatory bodies - to ensure our practices stay ahead of industry trends and standards, and create compelling business cases for investment and change, influencing senior stakeholders while embedding regulatory compliance and robust risk management into all process design and operations.