Process Improvement and Automation Manager

We're looking for a Process Improvement & Automation Manager to help transform the way we deliver services for our customers and colleagues.

This is a unique opportunity to lead process improvement activity across the organisation, identifying opportunities to simplify, streamline and modernise how work is done. You'll work closely with teams across the business to understand challenges, uncover root causes and implement practical solutions that deliver measurable benefits.

Whether through process redesign, system enhancements, automation or AI-enabled tools, you'll focus on finding the right solution to the problem, improving efficiency, consistency and customer outcomes while ensuring strong governance and sustainable adoption.

What you'll be doing

As our Process Improvement & Automation Manager, you will

• Identify opportunities to improve processes across the organisation, reducing inefficiencies and enhancing service delivery.
• Analyse current ways of working, uncover root causes and redesign processes to improve outcomes.
• Facilitate workshops with stakeholders to understand requirements, challenge existing practices and build support for change.
• Design and deliver practical solutions, including process improvements, automation, Microsoft AI technologies and system enhancements.
• Assess business challenges and determine whether process, policy, technology, data or organisational changes are the most effective solution.
• Ensure appropriate governance, risk, security and data controls are considered throughout improvement initiatives.
• Develop process documentation, guidance and supporting materials to embed new ways of working.
• Support colleagues through change, helping drive adoption of new processes, tools and technologies.
• Measure and report on benefits, demonstrating efficiency gains, performance improvements and business value.
• Provide updates to governance groups on improvement initiatives, AI opportunities, risks and outcomes.
• Collaborate with external partners and suppliers where required to support delivery.

What we're looking for

We're seeking someone with a passion for continuous improvement and a practical mindset for solving business problems.

You'll have experience of

• Business process analysis, mapping and redesign.
• Delivering measurable process improvements that enhance efficiency, quality or customer service.
• Root cause analysis and translating complex business challenges into practical solutions.
• Facilitating workshops and engaging stakeholders at all levels.
• Managing improvement initiatives from concept through to implementation and benefit realisation.
• Applying automation, AI or workflow technologies to improve ways of working.
• Using Microsoft 365 technologies, including Power Automate and the wider Microsoft ecosystem.
• Measuring and reporting business benefits and performance improvements.
• Working within governance, risk, compliance or information security frameworks.
• Creating clear and effective process documentation and user guidance.

It would be great if you also have

• Experience within financial services, banking or a regulated environment.
• Knowledge of Lean, Six Sigma, BPM or other continuous improvement methodologies.
• Experience using process mapping tools such as Visio.
• Experience working with third-party partners to deliver change and transformation initiatives.
• A degree or equivalent professional experience.