Head of Process Improvement
3 days ago
Darlington
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.