Head of Service Optimisation

Morgan Hunt UK Ltd; Greater London; Hybrid; GBP 80,000 - 85,000; Full time

Job summary

A leading recruitment agency is seeking an Interim Head of Service Optimisation to enhance regulatory services in a hybrid role based in London. This senior position involves leading continuous improvement initiatives, developing performance measures, and mapping complex processes. The ideal candidate should have a strong background in service optimisation within regulatory environments and excellent stakeholder management skills. This fixed-term contract offers a competitive salary range of £80,000 - £85,000 per annum, along with extensive opportunities for professional growth and influence at senior levels.

Qualifications

• Proven senior-level experience in service optimisation or operational improvement.
• Background within regulatory or professional services environments.
• Excellent stakeholder management skills, with the ability to influence without formal authority.

Responsibilities

• Lead the optimisation of regulatory services and workflows.
• Map and redesign complex processes, reducing bottlenecks and duplication.
• Develop performance measures for timeliness, throughput and productivity.

Skills

Service optimisation

Stakeholder management

Performance improvement

Data analysis

Job description

Morgan Hunt are currently working with a Professional Regulatory Body in their search for an Interim Head of Service Optimisation to lead a newly created function focused on improving the efficiency, flow and performance of end-to-end regulatory services. This is a fantastic opportunity to join at a critical point of development, shaping how services operate across assessment, investigation, enforcement and authorisation activity.

In this senior role, you will lead continuous improvement across regulatory operations, mapping and redesigning complex end-to-end processes to remove bottlenecks, reduce rework and improve timeliness. You will embed clear service standards and workflows that support consistent decision-making, while ensuring that improvements remain proportionate, fair and aligned with regulatory principles and statutory duties.

A key part of the role will be strengthening data and insight capability across the service. You will develop performance measures and dashboards covering throughput, ageing, backlog and productivity, evidence to diagnose root causes and drive sustainable operational improvements. You will also support demand and capacity planning, helping teams respond effectively to volume spikes, changes in complexity and wider regulatory or policy change.

You will work closely with senior stakeholders across operations, policy, IT/digital, legal and corporate services and provide clear reporting and assurance to senior leadership and governance groups. The successful candidate will bring a strong track record in service optimisation or operational improvement within a regulatory, legal, public sector or professional services environment, alongside excellent stakeholder management skills and the ability to influence without formal authority.

Job Title: Head of Service Optimisation
Location: Hybrid - 2 days per week in the London office
Salary: £80,000 - £85,000 per annum
Contract Type: Fixed-Term Contract (18 months, potential permanency)
Hours: Full-time

Key Responsibilities

• Lead the optimisation and continuous improvement of end-to-end regulatory services and workflows.
• Map, analyse and redesign complex processes across regulatory operations, reducing bottlenecks, duplication and failure demand.
• Embed service standards, workflows and ways of working that support timely and consistent decision-making.
• Develop and maintain performance measures including timeliness, throughput, backlog, ageing, productivity and quality indicators.
• Use data and insight to diagnose root causes of underperformance and recommend evidence-based interventions.
• Support demand, capacity and flow analysis, helping teams adapt to volume and complexity changes.
• Lead improvement initiatives using appropriate methodologies (e.g., Lean, systems thinking, service design).
• Facilitate workshops with frontline staff and managers to build continuous improvement capability.
• Work closely with digital and systems teams to improve data quality and ensure tools support efficient workflows.
• Provide reporting and assurance to senior leadership and governance groups on performance and improvement activity.
• Support responses to external scrutiny including audits, reviews and oversight bodies where required.

Candidate Profile

• Proven senior-level experience in service optimisation, operational improvement or performance improvement.
• Background within regulatory, legal, public sector or professional services environments.
• Strong understanding of end-to-end service design and process improvement, including implementation and embedding change.
• Demonstrable experience using performance data and metrics to drive operational improvements.
• Ability to work with complex, judgement-based regulatory processes (not purely transactional services).
• Excellent stakeholder management skills, with the ability to influence without formal authority.
• Strong written and verbal communication skills, able to produce concise, evidence-based reporting for senior leaders.
• High levels of integrity, discretion and professionalism.
• Experience within professional regulation or enforcement environments (desirable).

Why Apply?

This is a rare opportunity to lead a newly established optimisation function within a high-impact regulatory organisation. You'll shape the future of service delivery, improve operational performance across critical functions, and embed a culture of continuous improvement with real visibility at senior level.

If you are interested in this opportunity, please contact Alfie Robinson at Morgan Hunt for more information.

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.