Process Improvement Lead - #1740722

Business Unit: Customer Service & OperationsSalary Range: £47,200 - £59,000 per annum DOE + red-hot benefitsLocation: UK Hybrid – Glasgow or GosforthContract Type: Permanent

Be a change maker with more cha-ching. Live a life more Virgin.

Our Team

We’re on the lookout for experienced Process Improvement Leads to drive improvement across Virgin Money. If you’ve got a proven track record in process management and improvement, this could be the perfect opportunity for you. In this role you’ll be at the forefront of documenting, managing and identifying improvements to the processes that underpin our Customer Experience.

What you’ll be doing

• Conduct thorough analysis of current business processes to identify inefficiencies and areas for improvement.
• Document processes to a detailed level and build knowledge articles that help our colleagues deliver amazing Customer Experience
• Develop, own and implement process improvement strategies, using methodologies such as Lean, Six Sigma, or Kaizen.
• Monitor and measure the effectiveness of process changes and analyse trends to ensure continuous improvement and impact on key measures such as customer experience and productivity.
• Own and drive process improvement projects from start to finish.
• Develop project plans, timelines, and budgets, and ensure projects are delivered on time and within scope.
• Facilitate workshops and training sessions to education employees on new processes and methodologies
• Work closely and collaboratively with department heads and team members to understand their needs and gather feedback allowing strategic process priorities to be identified.
• Communicate process changes and improvements effectively to stakeholders at all levels.
• Collect and analyse data to identify trends and areas for improvement, prepare detailed reports and presentation on process improvement initiatives and their impact on business performance.
• Use data-driven insights to make informed decisions and recommendations.
• Foster culture of continuous improvement within the organisation.
• Identify and own opportunities for automation and digital transformation to enhance process efficiency

We need you to have

• Proven track record in process documentation, process improvement, and project management within Financial Services.
• Strong knowledge and experience working with process improvement methodologies (e.g, lean, Six Sigma).
• Experience in making data-driven decisions with sharp analytical and problem-solving skills.
• Exceptional communication and interpersonal skills to inspire and influence teams.
• Ability to collaborate across functions to drive results.
• Proficiency in data analysis tools and software.
• Industry experience that brings valuable context and expertise to the company.

It’s a bonus if you have but not essential

• Certification in Lean Six Sigma (Green Belt or Black Belt).
• Process improvement experience with a focus on either Power of Attorney, Bereavements, Collections, Retail Banking.

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)​ plus the option to buy more.
• Up to five extra paid well-being days per year​.
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin MoneyWe’re making great strides towards achieving our ambition of becoming the UK’s best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we`re a workforce to be reckoned with. We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose, ‘Making You Happier About Money.’ Our customer centric culture means that we're able to do banking differently and by innovating and working together we can make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.Be yourself at Virgin MoneyOur purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team (email address removed)

Now the legal bitLiving A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.