Head of Process Improvement

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 hyper‑care 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 hyper‑care 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.

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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