Operations Process Analyst

The Operations Process Analyst will drive operational process efficiency and continuous improvement, taking into account all underlying resources including people, technology, training, communication and quality assurance. This role is crucial to us delivering great customer outcomes, complying with policies and regulations, ultimately driving efficiency and delivering Operational Excellence initially within Operations, then expanding to the wider Business. The Operations Process Analyst will initially work within the Operations area including Customer Service, Fraud and Collections and closely working with the Change Team to implement new processes for the Operations area.,

• Responsible for defining new, existing and re-engineering processes through the Process Improvement Framework across Customer Ops, Collections Ops and Fraud Ops


• Responsible for documenting key business processes within the Business


• Responsible for the Process & Procedure Framework, completing annual reviews and updating accordingly


• Represent the Process Team in Operational Change Forums, including delivery of decision papers


• Define and own change control and governance of existing customer operational processes and key business processes


• Responsible for ensuring FMEAs are completed for all processes and maintained during process change


• Responsible for periodic reviews of existing processes within Operations and the Business to ensure accuracy, efficiency and implement process change when identified


• Responsible for ensuring all process and procedure documentation is documented using approved Operational Excellence Templates


• Working closely with Operations Change Delivery to ensure new processes are designed, documented and appropriate controls are identified and assessed accordingly via the Operational Readiness process , when new services and products launch


• Responsible for the input into QA and Training areas to ensure processes are embedded


• Identify and track process failures and breaks via the Operational Issues Management - Improvement Framework, and work to rectify


• Responsible for ensuring all processes link to associated documentation


• Responsible for maintaining the document inventory for Operations and creating and maintaining the inventory for the key business processes across the business


• Responsible for the completion of post implementation reviews, capturing the efficiencies, improvements and success of changes
  
  A proven track record of working within set process design principles and managing changes to existing processes across an operational environment.


• Extensive experience mapping business processes and achieving operational efficiency, and relevant software, MS Visio, Lucid etc.


• Experience rolling out process design principles


• Good attention to detail and accuracy


• Excellent Stakeholder Management skills


• Knowledge on loans, savings and mortgages is important but not essential


• Extensive experience of working within Financial Services.


• Ability to break down complex business problems from SMEs and document clear solution steps


• Adaptable to change - ideally experience working in a smaller, fast paced business
  
  We anticipate that we will retain your data as part of the recruitment process for no longer than is necessary for the purpose for which it was collected unless we have sought your consent to keep your data for future suitable job vacancies. Chetwood Financial Ltd does not accept speculative or unsolicited CVs from Recruitment Agencies.
  
  Competitive salary


• 25 days holiday PLUS your BIRTHDAY off


• Pension contribution with Royal London


• Life Assurance


• Private medical, dental and optical health insurance with Axa


• Hybrid working - Wrexham or Central London


• Free breakfast available