Job Details

The Operational Process Improvement Technician is responsible for enhancing operational efficiency by analysing and redesigning existing business processes. This includes:

• Reviewing ‘As Is’ Processes: Conducting thorough analysis of current processes and utilising use of available MI to identify inefficiencies, bottlenecks, and areas for improvement.
• Process Redesign and Optimisation: Re-engineering processes to reduce end-to-end timelines, eliminate waste, minimise customer effort, and emphasise first-point resolution.
• Digital and Robotic Integration: Identifying opportunities to utilise digital tools and robotic process automation (RPA) for streamlined workflows and enhanced productivity.
• Collaboration and Documentation: Working closely with other teams/departments to document updated procedures, ensuring alignment with best practices and group standards to ensure a smooth roll out of procedural improvements
• Relationship Management: Lead the ownership and delivery of broker dashboarding across the Utmost Group, ensuring timely and accurate reporting of key account information (e.g. AUM and in-flight transactions) whilst collaborating with stakeholders (IT, Operations and Relationship Management) to enhance visibility of communication at critical transaction points and intervals.

By driving process improvements and championing innovation, the Process Analyst will play a critical role in delivering exceptional outcomes for the business and its customers.

As this role develops, there will be a need to adapt to new requirements and accept additional responsibilities.

Key Responsibilities

Customer & Operational Efficiency

• Collaborate with process owners, managers, and SMEs to understand current procedures, risks, and opportunities for improvement
• Leverage MI such as complaints, audit actions, and risk events to support with process reviews, identifying areas which may benefit additional attention.
• Ensure exceptional customer experience by incorporating customer-centric thinking into process design and changes.
• Identify, document and implement recommendations to enhance efficiency including use of digital tools, robotics and use/optimisation Enate (workflow) steps based on data and insights.
• Ensure focus remains on the four-customer metrics throughout all activity (reduced end-to-end timelines, removal of waste, reduce customer effort, and first-point resolution)
• Translate processes into clear, easy-to-follow operating procedures and detailed process maps.
• Accurately capture procedural and checklist requirements for Enate workflow design
• Work with process owners and SMEs to update procedures, making them clear, concise, and user-friendly.
• Support teams in the smooth rollout of workflow implementations and procedural improvements to ensure adoption and effectiveness.
• On-time delivery and co-ordination of accurate key account information – AUM, in-flight transactions etc.
• Collaboration with key stakeholders (IT, Operations, Relationship Management etc.) to continuously drive greater visibility and appropriate communication at key transaction points and at agreed intervals.

Culture

• Act as a role model, demonstrating the Utmost values and fostering a positive, collaborative culture across the organisation.
• Show initiative in problem-solving and decision-making, contributing to the team’s success.
• Lead by example, inspiring and motivating colleagues to embrace and drive change
• Development of strong alliance with Customer & Investment Operations
• Assist your manager in achieving and exceeding departmental objectives.

Innovative/Pioneering

• Identify opportunities to add value, whether through creative thinking, process redesign, or new tools and technologies.
• Proactively explore and implement new approaches to work, driving continuous improvement across processes.
• Demonstrate creativity in solving challenges and improving ways of working.
• Maintain a positive, “can-do” attitude and take ownership of assigned tasks, seeing them through to completion.

Operational Risk

• Maintain an operational risk and control environment and supporting framework that is consistent with a first-class front-line shared services organisation and embedded as part of day-to-day operations.
• Ensure that the Procedural Reviews deliver measurable reduction of Operational Risk, where possible.
• Successfully meet audit and customer Anti-Money Laundering (AML) requirements, ensuring compliance with regulations.
• Implement financial risk mitigation strategies as part of procedural and workflow updates.

• 2 – 5 years’ relevant experience Financial Services.
• An understanding of the risk and
• compliance environment.
• IT/Business Degree or similar relevant qualification.
• Lean 6 Sigma or similar qualification
• 2 years plus experience in process documentation/analysis driving process improvements.