Head of Operational Excellence

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries. EQ's vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success. We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. There has never been a better time to join EQ. Role Summary This new role within EQ Shareholder Services will be pivotal in supporting our ambition of becoming One Global Team, focused on a tighter control environment, with a greater improvement dynamic using data and MI to drive service excellence. You will be establishing an Operational Excellence team which will be training and coaching managers and colleagues in Operational Excellence tools and techniques to IMPROVE the performance of their teams and processes, empowering our teams to make the difference ourselves. The role of Head of Operational Excellence will have a remit across UK and India therefore travel nationally and internationally will be required. Core Duties/Responsibilities Driving improvement in client and customer experience through coaching teams to establish customer focused KPIs and reduce failure demand. Supporting the changes in customer journeys through the digital channel shift. Establish the reporting, governance and support mechanisms to sustain the discipline of Operational Excellence routines across the manager and team leader population. Promoting a One Way Mentality by standardising how we manage our teams as One Global Team. Working closely with Heads of to support them in embedding Operational within their departments, identifying exemplar teams and those needing additional support. Establish the reporting, governance and support mechanisms to sustain a pipeline of continuous improvement items, tracked through issues and opportunities logs. Delivering quantifiable benefits to demonstrate the reduction in non-value/waste in our work and interactions. Coaching senior managers and Heads of to support effective capacity planning and team-based problem-solving activity and to track improvements through to delivery and quantifiable benefits. Quantifying the impact of Operational Excellence through tracking and reporting the quantifiable benefits delivered by the Operational Teams, with a target saving of £400k per year. Creating the collateral of Operational Excellence training materials, guides and templates and continuing to develop this resource for managers, team leaders and team members across EQ Shareholder Services. Developing the strategy for the next phase of training, coaching and improvement activity to develop further Operational Excellence maturity. Collaborating with wider areas of EQ to share best practice in Operational Excellence. Skills, Capabilities and Attributes Operational Excellence experience with qualifications in Operational Excellence, Lean Six Sigma or Continuous Improvement, ideally to Black Belt or Master Black Belt level. Experience of managing and leading an Operational Excellence / Continuous Improvement / Lean Teams, including experience in developing the skills of team members early in their Operational Excellence career Experienced trainer, able to run engaging training courses on a wide breadth of Operational Excellence topics, in person and virtually. Skilled in coaching, listening and asking open questions to help coachees develop competence. Patient, encouraging and empathetic, yet challenging coachees to step out of their comfort zones to learn and adopt new ways of working. Persistence to work through challenges, including managing change and influencing senior leaders. Skilled in data analysis and competent in the use of excel to analyse large data sets and present data graphically. Able to articulate quantifiable benefits, calculating time and cost savings. What We Offer Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10% All Employee Long Term Incentive Plan (LTIP) - Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit. Health and Wellbeing - Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover. Employee discounts - Discounts and cashback at your favourite high street stores through our EQ Wins Platform. Flexible Benefits - The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more. Time Off - Typically 28 days holiday bank holidays. 2 volunteer days to get involved with a charity of your choosing. Winning together - Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed. We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks