Head of Business Improvement - Manchester

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Head of Business Improvement

Manchester

Salary: 90,000 - 120,000

Job Purpose:

The Head of Business Improvement will be a member of the Operations Leadership Team reporting into the Operations Director.

The role holder has a critical leadership role in setting the direction for transformation, development, and execution of all UK Operations improvements and is jointly responsible with peers for driving operational change, process improvement and optimisation across UK.

Manage and enhance key capabilities (MI, Systems design/ delivery, helpdesk, RCA, knowledge management, governance and business improvement consultancy) to work closely with other functions to deliver continuously improving, data-driven, end to end processes within and outside UK Operations.

Accountabilities & Activities:

Structure the business improvement functions to operate effectively to deliver improvements (simplify, automate, digitize, optimise, change, remove, etc) systems, structures and processes to improve compliance, customer experience, quality and efficiency across UK Operations

Develop a robust understanding of current operational costs and waste and develop Business Improvement KPIs / metrics

Ensure progress against these metrics are monitored and reported against objectives of all operations functions as well as reported in relevant UK committees, leadership teams and functional teams

Consult and work closely together across all UKI functions to identify, scope and propose opportunities for operational improvement and efficiency, including in functions outside operations (such as Sales, Product, Health and Benefits Management, Change, Actuarial, etc) to ensure the whole end to end process is improved.

Experience

Excellent track record of personally leading operational change and business improvement, optimising resources (people, processes and technology) as required

Ideally have experience of the FCA and/or the Financial Services regulatory environment

Demonstrated ability to build strong and effective working relationships to harness people, process and technology, engaging and mobilising resources within other functional areas to drive results

Robust understanding of data and analytics to drive operational efficiencies

Strong leadership skills; able to motivate and manage a diverse team, and deploy and develop resources effectively

Strong individual with the ability to communicate and negotiate at all levels