Cactus Search
Operations Excellence Consultant (6 Month FTC)
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Cactus Search is currently supporting the appointment of an experienced Operations Excellence Specialist for a high-profile transformation programme within a complex, regulated customer operations environment.
WFH - Travel to Midlands & London when required
This is an excellent opportunity for an experienced operational transformation professional to join an organisation during a significant period of change and play a key role in establishing the governance, controls, resilience and operational frameworks required to support a future-state operating model.
Reporting into the senior Operations leadership team, you will act as a key delivery partner during a period of organisational transformation, ensuring critical operational priorities continue to progress while the future leadership structure is established.
The Role
You will be responsible for helping to translate transformation strategy into sustainable operational practice, providing structure, governance and challenge across a broad range of operational priorities.
Key responsibilities will include:
- Supporting the implementation of a new operating model and organisational structure.
- Establishing and embedding robust process governance frameworks.
- Driving the delivery and closure of audit remediation and control actions.
- Developing operational change and readiness frameworks for new products, customer journeys and process changes.
- Leading operational readiness activity across multiple stakeholder groups.
- Designing and implementing governance forums, controls, reporting and decision-making mechanisms.
- Establishing effective BPO / third-party oversight and governance.
- Developing complaints governance and Root Cause Analysis processes.
- Supporting operational risk and control improvements.
- Driving operational resilience, including Business Continuity Planning, contingency planning and skills resilience.
- Supporting the transition and development of operational MI, KRI and performance reporting.
- Developing strategic recommendations, priorities and delivery roadmaps for the incoming permanent leadership team.
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About You
We are looking for an experienced operations professional who combines operational excellence with transformation, governance and change delivery.
You are likely to have experience in one or more of the following areas:
- Operations Excellence
- Operations Transformation
- Continuous Improvement
- Process Excellence
- Operational Governance
- Operational Risk & Controls
- Operational Resilience
- Business Transformation
- Change Management
- Customer Operations
Experience within financial services, insurance, banking, lending, regulated customer operations or a BPO environment would be highly advantageous.
Most importantly, you will be someone who can walk into a complex environment, create structure, identify gaps, drive action and deliver tangible operational improvements.
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You will be comfortable working at senior level, influencing without direct authority and challenging stakeholders where delivery, controls, risk or customer outcomes are at risk.
What We're Looking For
We're particularly interested in candidates who can demonstrate experience of:
- Implementing operational governance frameworks
- Delivering transformation within customer operations
- Managing audit remediation and control improvements
- Operational readiness and change implementation
- Operational resilience and business continuity
- BPO / third-party operational governance
- Complaints and Root Cause Analysis
- Working across complex stakeholder environments
- Turning strategy into practical operational delivery
The Opportunity
This is a 6-month fixed-term opportunity offering the chance to take ownership of a high-impact transformation agenda and make a visible difference to the way an operation is governed, controlled and prepared for future growth.
If you're an experienced Operations Excellence, Transformation, Continuous Improvement, Governance or Operational Risk professional looking for a high-impact interim opportunity, we'd be keen to hear from you.
Apply now or contact Cactus Search for a confidential conversation.
Cactus Search is acting as an employment agency in relation to this vacancy.
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