As a Continuous Process and Service Improvement Analyst within the central operations hub you will support the delivery and embedding of Operational Excellence across operational teams. Working closely with Hub Managers, Team Leaders, and the wider Service Excellence and Process functions, the role will drive structured problem solving, operational performance improvement, standard ways of working, and continuous improvement activity across the hub.
The role will support operational teams through coaching, facilitation, process observation, and performance analysis, helping to identify improvement opportunities, improve operational flow and service delivery, and support the successful implementation of operational change, centralisation, and improvement initiatives
Key Responsibilities
Operational Excellence and Ways of Working
Embed Operational Excellence principles and standard ways of working across the hub, ensuring teams apply consistent, structured approaches to performance and improvement
Drive effective daily management routines, including huddles, visual management, process confirmation, skills matrices and structured performance discussions
Identify opportunities for simplification, standardisation, automation, and improved service delivery across operational activities
Support Hub Managers and Team Leaders in using operational performance data, workload trends, customer demand and process variation to identify issues and improvement priorities
Continuous Improvement Delivery
Facilitate improvement activity by helping teams identify waste, variation, bottlenecks, service risks, and opportunities to improve operational flow, quality, productivity, and customer outcomes
Support the implementation of agreed improvements, ensuring changes are documented, communicated, embedded, and sustained in day-to-day operations
Facilitate process observation, process mapping, SOP development, and operational documentation activity where required
Coaching, Capability and Engagement
Coach Hub Managers, Team Leaders, and operational teams in structured problem and continuous improvement techniques
Build continuous improvement capability and engagement across the hub through coaching, facilitation, training, and practical support
Operational Change and Transition
Support operational readiness and implementation activity relating to business change, centralisation, transition programmes, and operational restructuring
Collaboration & Cross Functional Alignment
Share best practice, lessons learned, and improvement opportunities across hubs and business areas
Work closely with the Head of Service Excellence and Head of Process function to align local improvement activity with wider operational priorities, standards, and governance requirements
Build effective working relationships with operational leaders, SMEs, and support functions to remove barriers and support sustainable improvement
Risk Reduction & Compliance
Embed any changes to process or ways of working in-line with regulatory or internal audit requirements
Skills & Experience
Essential
Ability to work independently as well as part of a team
Proven experience of working proactively and taking initiative
Numerate with analytical ability
Excellent communication skills both written and verbal, ability to communicate with both customers and colleagues at all levels of seniority and liaise effectively with other internal departments
Strong interpersonal skills, quick to develop and maintain relationship both internally and externally
Track record of coaching and delivering Continuous Improvement / Operational Excellence techniques
Operational resource planning and design
Desirable
Good knowledge of Microsoft Products
Previous knowledge and experience of the Financial Services Industry and in similar operational or customer facing roles
Previous knowledge and experience of the Asset Finance industry
Experience of leadership and team coaching
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