Continuous Process & Service Improvement Analyst - East Kilbride Operations Manager
As a Continuous Process and Service Improvement Analyst within the central operations hub you will support the delivery and embedding of Operational Excellence across operational teams. Working closely with Hub Managers, Team Leaders, and the wider Service Excellence and Process functions, the role will drive structured problem solving, operational performance improvement, standard ways of working, and continuous improvement activity across the hub.
The role will support operational teams through coaching, facilitation, process observation, and performance analysis, helping to identify improvement opportunities, improve operational flow and service delivery, and support the successful implementation of operational change, centralisation, and improvement initiatives
Key Responsibilities
Operational Excellence and Ways of Working
- Embed Operational Excellence principles and standard ways of working across the hub, ensuring teams apply consistent, structured approaches to performance and improvement
- Drive effective daily management routines, including huddles, visual management, process confirmation, skills matrices and structured performance discussions
- Identify opportunities for simplification, standardisation, automation, and improved service delivery across operational activities
- Support Hub Managers and Team Leaders in using operational performance data, workload trends, customer demand and process variation to identify issues and improvement priorities
Continuous Improvement Delivery
- Facilitate improvement activity by helping teams identify waste, variation, bottlenecks, service risks, and opportunities to improve operational flow, quality, productivity, and customer outcomes
- Support the implementation of agreed improvements, ensuring changes are documented, communicated, embedded, and sustained in day-to-day operations
- Facilitate process observation, process mapping, SOP development, and operational documentation activity where required
Coaching, Capability and Engagement
- Coach Hub Managers, Team Leaders, and operational teams in structured problem and continuous improvement techniques
- Build continuous improvement capability and engagement across the hub through coaching, facilitation, training, and practical support
Operational Change and Transition
- Support operational readiness and implementation activity relating to business change, centralisation, transition programmes, and operational restructuring
Collaboration & Cross Functional Alignment
- Share best practice, lessons learned, and improvement opportunities across hubs and business areas
- Work closely with the Head of Service Excellence and Head of Process function to align local improvement activity with wider operational priorities, standards, and governance requirements
- Build effective working relationships with operational leaders, SMEs, and support functions to remove barriers and support sustainable improvement
Risk Reduction & Compliance
- Embed any changes to process or ways of working in-line with regulatory or internal audit requirements
Skills & Experience
Essential
- Ability to work independently as well as part of a team
- Proven experience of working proactively and taking initiative
- Numerate with analytical ability
- Excellent communication skills both written and verbal, ability to communicate with both customers and colleagues at all levels of seniority and liaise effectively with other internal departments
- Strong interpersonal skills, quick to develop and maintain relationship both internally and externally
- Track record of coaching and delivering Continuous Improvement / Operational Excellence techniques
- Operational resource planning and design
Desirable
- Good knowledge of Microsoft Products
- Previous knowledge and experience of the Financial Services Industry and in similar operational or customer facing roles
- Previous knowledge and experience of the Asset Finance industry
- Experience of leadership and team coaching
