Brightwell is a comprehensive service provider to UK defined benefit (DB) pension schemes. We have deep expertise in the market as a result of our long history of managing services for one of the UK’s largest private sector defined benefit pension schemes - the BT Pension Scheme (BTPS). In April 2023, Brightwell opened its capabilities to other DB schemes and since then has been appointed fiduciary manager for the DB section of the EE Pension Scheme, administrator for the Mineworkers’ Pension Scheme (MPS), and has entered into partnerships with two major DB pensions insurers - Rothesay & Pensions Insurance Corporation (PIC). Our approach is based on partnership – collectively owning problems, sharing solutions and collaborating for the long-term.
About the Role
As the Head of Operational Excellence you will lead the evolution of operational excellence across Brightwell's Member Services function, taking a holistic view of how services are delivered across the end-to-end value chain. This is not simply a process improvement role, it requires someone who can understand the interaction between people, processes, technology and member outcomes, identifying opportunities to create meaningful and sustainable change.
Reporting to the Head of Member Services Operations, this is a brand new role and a highly visible leadership position responsible for creating and embedding a culture of continuous improvement, service excellence and operational effectiveness across a complex, regulated pensions environment. Working across both front-office and back-office operations, you will assess how services are delivered, challenge existing ways of working and drive improvements that enhance efficiency, quality and member experience. You will play a key role in shaping how emerging technologies, automation and AI can be leveraged to optimise operations, simplify processes and support future growth.
With multiple transformation and improvement initiatives underway, you will provide strategic leadership and prioritisation across a broad portfolio of change, ensuring that operational improvements deliver measurable outcomes while maintaining a strong focus on people, development and behavioural change in alignment with our organisational values.
Key areas of responsibility will include:
Defining and leading the Operational Excellence strategy and roadmap aligned to Brightwell's wider operating model and strategic priorities.
Sponsoring and driving continuous improvement and transformation initiatives, ensuring measurable business benefits are realised.
Embedding consistent improvement methodologies across the business, including Lean, Six Sigma, Continuous Improvement or similar frameworks.
Leading end-to-end process reviews and member journey redesign to improve efficiency, service quality and member outcomes.
Developing robust operational performance frameworks, ensuring data, MI and insights drive accountability and action aligned with our organisational values.
Overseeing governance, quality and risk management associated with improvement activity and operational change.
Building organisational capability through coaching, training and the development of continuous improvement communities and best practice standards.
Leading a high-performing Operational Excellence team and supporting the development of future capability across the organisation.
Partnering with Technology, Data and Change teams to identify and implement automation, digitisation and process optimisation opportunities.
About You
We are looking for an accomplished operational excellence, Lean transformation or continuous improvement leader with a proven track record of driving measurable improvements at scale within complex financial services operational environments. You will be a strategic thinker with the ability to translate vision into practical delivery plans and sustainable business outcomes.
To be successful in this role, you will bring:
Significant senior leadership experience across Operational Excellence, Continuous Improvement, Transformation or Change functions.
A demonstrable track record of delivering large-scale operational improvements across cost, quality, capacity, risk and customer or member outcomes.
Deep understanding of operational performance, service delivery, governance and risk management within a regulated financial services environment.
Experience embedding a culture of continuous improvement rather than delivering standalone projects.
Exceptional stakeholder management and influencing skills, with the credibility to engage at executive, leadership and operational levels.
Strong analytical capability and confidence using data, metrics and management information to drive decisions and improvements.
The ability to lead through ambiguity, challenge constructively and maintain focus on outcomes and benefits realisation.
A collaborative and people-focused leadership style, with a passion for improving services and enhancing member experiences.
Experience within pensions, financial services or another regulated industry would be highly advantageous, as would formal accreditation in Lean, Six Sigma, Agile or similar transformation methodologies, alongside exposure to automation, process mining or digital transformation initiatives.
This is an excellent opportunity to shape the future of operational excellence within a market-leading pensions organisation while influencing meaningful change that positively impacts hundreds of thousands of members.
