ROLE TITLE: Operational Excellence & Process Improvement Lead
REPORTS TO: Head Of Operational Excellence
LOCATION: Hybrid (Head Office + service sites)
JOB PURPOSE
This role is responsible for driving consistency, quality, and efficiency across administrative teams at Communitas.
The post holder will act as a subject matter expert in administrative processes and systems, identifying variation, simplifying workflows, and ensuring consistent adoption across all services.
Training is used as a tool to embed standard ways of working, not as a standalone function.
The role requires someone who can translate real operational processes into practical, usable training, and confidently support teams to adopt and sustain improved ways of working.
KEY RESPONSIBILITIES
1. Process Standardisation & Improvement
- Identify inconsistencies and inefficiencies in administrative processes across services
- Define and document clear, standardised ways of working (SOPs)
- Work with operational leads to implement and embed improvements
- Simplify complex workflows into practical, repeatable steps
2. Training Delivery (Applied, Not Theoretical)
- Deliver practical, process-driven training for new and existing staff
- Lead onboarding programmes that ensure staff can perform core admin functions confidently
- Deliver refresher and targeted training where performance gaps are identified
- Adapt training to reflect real service pressures and workflows, not ideal scenarios
3. Capability Building & Behaviour Change
- Build admin team confidence, competence, and accountability
- Provide hands-on coaching and follow-up support, not just one-off training sessions
- Challenge inconsistent practices and reinforce standard approaches
- Support managers in addressing performance gaps linked to process adherence
4. Systems & Workflow Expertise
- Act as a key user of administrative systems (e.g. patient management systems)
- Ensure training reflects how systems are actually used in practice
- Identify and resolve common system-related issues impacting workflow
5. Cross-Team Consistency
- Work across clusters to ensure one consistent approach to administration
- Collaborate with Service Managers and Leads to align processes and expectations
- Reduce variation in how services operate
6. Quality & Continuous Improvement
- Monitor adherence to agreed processes
- Identify risks, gaps, and areas for improvement
- Use feedback and observation to continuously refine training and processes
- Support audits and quality assurance activities
ESSENTIAL SKILLS
- Ability to simplify complex processes into clear, practical steps
- Strong communication skills with confidence to challenge and influence others
- Ability to build credibility with operational teams
- Highly organised with strong attention to detail
- Confident delivering training in both group and 1:1 settings
- Problem-solving mindset with a focus on practical solutions
- Ability to work independently across multiple services
ESSENTIAL EXPERIENCE
- Experience working in an administrative or operational environment
- Experience improving or standardising processes, not just following them
- Experience training, coaching, or supporting colleagues in real work settings
- Experience working across multiple teams or departments
- Experience using administrative or patient management systems
DESIRABLE (BUT IMPORTANT SIGNALS)
- Experience working in healthcare or similar regulated environments
- Experience supporting onboarding or induction programmes
- Experience identifying performance gaps and implementing improvements
WHAT SUCCESS LOOKS LIKE
- Administrative processes are consistent across services
- New starters become effective more quickly
- Teams follow clear, standard ways of working
- Reduced errors, duplication, and confusion
- Managers report improved admin performance and reliability
KEY BEHAVIOURS REQUIRED
- Comfortable working in messy, inconsistent environments
- Willing to challenge existing ways of working constructively
- Focused on practical outcomes, not theory
- Resilient when facing resistance to change
- Takes ownership of problems and drives solutions
This role is not suited to candidates whose experience is primarily within corporate learning and development without direct operational process ownership.
Pay: £31,049.00 per year
Work Location: In person
