Process and Service Excellence Lead - Integrated Services

Job Description

We are looking for a Process and Service Excellence Lead for our Integrated Services organisation - to be responsible for overall process optimisation, improving user experience and driving a quality-oriented mindset and culture of continuous improvement(CI) across the breadth of services provided. They will build Integrated Services process and technology improvement capabilities and embed CI methodologies and tools in the team, ensuring a user experience lens is always applied. The Process and ServiceExcellence Lead will play a key role in shaping Integrated Services approach to CI through the development of a CI framework, building a business solution and roadmap alongside each function and ensuring improvement plans are executed. They will support thedevelopment of the team and its processes as the scope of work expands over time. Whilst doing so they will ensure high standards of service outcomes, customer satisfaction, adherence with functional standards and policy; and drive continuous improvement.Thisposition will form part of the Service Excellence Team within Integrated Services, reporting to the Process and Service Excellence Lead and working alongside Process Optimisation, User Experience and Lean specialistsThe Head of Process and Service Excellencewill monitor and improve processes delivered by Integrated Services, focusing on both quality and efficiency. They will facilitate assessments and identify opportunities for improvement, removing waste, minimising low-value activity and recommending sustainablesolutions. This role will benefit from experience in Lean, SixSigma and agile ways of working. They will be responsible for taking the lead in implementing changes, acting as a leader and mentor throughout the varied capabilities of the Integrated Servicesdelivery teams. They will embed a culture and mindset of delivery excellence and foster an environment of constant improvement. The scope of our Integrated Services organisation will include Finance, HR, Risk Management, Sales and Marketing, Secretarial Solutionsand Technology services - and the Process and Service Excellence Lead will be responsible for managing the effective improvement of processes across all of these competencies.We are therefore seeking an experienced Integrated Services / Shared Services professional;with a track record of successfully managing high performing teams, preferably in highly regulated and quality driven business environments. The role will be part of our Integrated Services management team, reporting to the Head of Service Excellence, andleading a small team of process and service improvement analysts.The core responsibilities for this role will include: Driving the development and implementation of a best-in-class continuous improvement strategy, alongside the Head of Service ExcellenceWorking with delivery leads and process owners to define end-to-end business processes and pathways to implementation Leading the digitisation of processes and ways of working, such as the introduction of a unified end-user portal (single access point forusers) Identifying and prioritising service improvement opportunities, developing business cases and implementation plans Defining business requirements for deployment of technology assets and lead teams to implement process or system change Inform mindsetsand embed a culture of continuous improvement to Integrated Services teams through workshops and training Identify trends and process variations as part of establishing a continuous improvement monitoring system Face off to Internal and External Audit forprocess and delivery governance Ensure the user experience is considered and planned for in all process and service improvement opportunities Managing quality (lean, six sigma, ITIL) & delivering continual process/service improvements Completes post implementationreviews to ensure successful delivery has been achieved and to ensure that improvements can be made for future projects Working with other senior leadership team members to define the best framework for continuous improvementExperience Required: Knowledgeand demonstrable experience of continuous improvement concepts including Six Sigma, Lean, value stream mapping ITIL or equivalent service management qualification, with demonstrable practical application Experience of designing and implementing process improvementsincluding technology enhancements Ability to set-up, facilitate and lead service improvement sessions with a range of senior stakeholders Experience in designing or implementing a framework of continuous improvement in a multidisciplinary organisation Experienceof hands-on implementation of continuous improvement programs and Lean solutions Experience of designing remediation plans to address productivity and efficiency issues Experience in a service management role, either in a multi-functional or single functionservice environment Experience in the set-up of shared services models, including its governance and operational management disciplines Experience of delivering change with tangible business outcomes Practical experience of leading teams of other process optimisation,continuous improvement and user experience professionals Experience of operating in professional services or other matrix environments, and in a highly regulated industry Experience of negotiating and influencing outcomes at a senior level Extensive peoplemanagement experience, and experience in the development of high-performance culturesNational - The Integrated Services organisation is anticipated to be dispersed and as our Firm embraces a hybrid working model the location of this role is flexible. It isexpected however that some travel will be required to our major hub offices - London, Birmingham, Manchester, and Belfast. The role may include overseas travel also.Not the role for youDid you know PwC offer flexible contract arrangements as well as contingentwork (ie temporary or day rate contracting)The skills we look for in future employeesAll our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to the work we do for our business, andour clients. These skills and behaviours make up our global leadership framework, The PwC Professional and are made up of five core attributes; whole leadership, technical capabilities, business acumen, global acumen and relationships.Learn more here: uk/careers/experienced/applyTheDealWe want all of our people to feel empowered to be the best that they can be, which is why we have The Deal.Find out more about our firmwide Employee Value Proposition: https://careers/about-us/the-new-deal.htmlDiversityValuing Difference. Driving Inclusion.Wework in a changing world which offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool beca