We’re seeking a dynamic and strategic Head of Process Engineering – Member Services to lead the design, assurance, and continuous improvement of established member services processes. This is a pivotal role, driving operational excellence and innovation while ensuring right-first-time delivery across the organisation.
You’ll foster a culture of collaboration and continuous improvement, ensuring processes are efficient, compliant, and designed around the needs of the members.
Key Responsibilities
Leadership & Team Management
* Lead and develop two specialist teams:
* Process Improvement Analysts: Design, implement, and document all member service processes while delivering a programme of continuous improvement to optimise return on investment.
* Process Assurance Team: Design and execute end-to-end assurance testing and provide hypercare support post-implementation to ensure sustainable benefits.
Process Design and Improvement
* Drive process optimisation and member journey design.
* Collaborate with operational teams to deliver system and non-system improvements.
* Ensure all solutions meet regulatory, operational, and member-first standards.
Assurance and Implementation Readiness
* Develop and execute assurance testing frameworks to validate change.
* Ensure operational readiness and stakeholder engagement for right-first-time delivery.
* Oversee hypercare support to ensure full benefits realisation.
Innovation and Marginal Gains
* Champion a culture of marginal gains by identifying small, high-impact improvements.
* Introduce innovative tools, techniques, and frameworks to deliver measurable value.
Collaboration and Stakeholder Engagement
* Serve as a key interface across business units, translating operational feedback into actionable improvement and assurance plans.
* Communicate progress, risks, and outcomes clearly to stakeholders.
Performance Monitoring and Benefit Realisation
* Define and monitor KPIs to track impact and performance.
* Ensure all initiatives are supported by benefit realisation plans.
* Report outcomes to drive transparency and continuous improvement.
Essential Skills and Experience:
* Expertise in process design, assurance, and improvement methodologies (e.g., Lean, Six Sigma).
* Strong leadership and people development experience.
* Proven ability to deliver measurable improvements in operational performance.
* Excellent stakeholder engagement and communication skills.
* Experience in managing complex change and assurance programmes.