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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