Overview
The Process Improvement Specialist will play a critical role in optimising operational processes for a comprehensive programme focused on enhancing Customer Operations and Pensions Transition services. Working in a cross-functional environment, the specialist will be responsible for delivering end-to-end process design, documentation, and integration to improve operational efficiency and ensure compliance. The position requires close collaboration with developers and actuaries to streamline processes and improve customer journeys.
Responsibilities
- Deliver end-to-end process design for Customer Operations and Pensions Transition services.
- Define and document current and future-state processes, ensuring alignment with business and regulatory requirements.
- Integrate the process framework with the wider system delivery lifecycle.
- Conduct deep-dive analysis of customer operations and pensions transition processes.
- Lead Kaizen events and apply statistical tools aligned with DMAIC methodology.
- Produce high-quality storyboards communicating actionable recommendations and measurable outcomes.
- Collaborate effectively with cross-functional teams, including developers and actuaries.
- Utilise Business Process Management (BPM) tools to optimise workflows and drive improvements.
Requirements
- Certified Lean Six Sigma Black Belt or higher.
- Proven expertise in end-to-end process improvement and process modelling.
- Excellent skills in process mapping, design, and optimisation.
- Hands-on experience with Business Process Management (BPM) tools.
- Exposure to workflow automation and finance system enhancements.
- Demonstrated success in the Financial Services sector.
- Outstanding senior stakeholder management and communication skills.
- Experience leading complex process improvement initiatives at Black Belt level or above.