Job Description
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.
Assuran...