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 our member service 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 our 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 hypercare 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 hypercare 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.

Please quote 51929 when calling Aaron at Alexander Lloyd or email them at apu@alexanderlloyd.co.uk. This is only one of many vacancies we are handling, Alexander Lloyd is a specialist within Financial Services recruitment. Areas of expertise include Employee Benefits, Compliance, Pensions, Group Risk, Paraplanners, Sales Support, T&C etc.

Due to the high amount of interest that we receive for each of our roles unfortunately we cannot respond to each application individually, therefore if you do not hear back from one of our consultants you have not been shortlisted for this role.