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
o Lead and develop two specialist teams:
o Process Improvement Analysts: Design, implement, and document all member service processes while delivering a programme of continuous improvement to optimise return on investment.
o Process Assurance Team: Design and execute end‑to‑end assurance testing and provide hyper‑care support post‑implementation to ensure sustainable benefits.
* Process Design and Improvement
o Drive process optimisation and member journey design.
o Collaborate with operational teams to deliver system and non‑system improvements.
o Ensure all solutions meet regulatory, operational, and member‑first standards.
* Assurance and Implementation Readiness
o Develop and execute assurance testing frameworks to validate change.
o Ensure operational readiness and stakeholder engagement for right‑first‑time delivery.
o Oversee hyper‑care support to ensure full benefits realisation.
* Innovation and Marginal Gains
o Champion a culture of marginal gains by identifying small, high‑impact improvements.
o Introduce innovative tools, techniques, and frameworks to deliver measurable value.
* Collaboration and Stakeholder Engagement
o Serve as a key interface across business units, translating operational feedback into actionable improvement and assurance plans.
o Communicate progress, risks, and outcomes clearly to stakeholders.
* Performance Monitoring and Benefit Realisation
o Define and monitor KPIs to track impact and performance.
o Ensure all initiatives are supported by benefit realisation plans.
o 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.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Project Management, Information Technology, and Strategy/Planning
Industries
Pension Funds, Financial Services, and Investment Management
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