Head of Process Improvement

Alexander Lloyd; Tees Valley; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading financial services provider is looking for a Head of Process Engineering to drive operational excellence in member services. You will lead and develop specialized teams focused on process improvement and assurance, fostering collaboration and continuous improvement. The role requires expertise in process methodologies like Lean and Six Sigma, and strong leadership and stakeholder engagement skills. This full-time position is ideal for candidates with a proven track record in enhancing operational performance.

Qualifications

• 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.

Responsibilities

• Lead and develop two specialist teams focused on process improvement and assurance.
• Drive process optimisation and member journey design collaboratively.
• Develop assurance testing frameworks to validate change.
• Champion innovative tools and techniques to create value.
• Serve as a key interface translating operational feedback into actionable plans.
• Define and monitor KPIs to track impact and performance.

Skills

Process design expertise

Assurance methodologies

Leadership experience

Stakeholder engagement

Change management

Job description

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