Senior Operational Excellence Coach

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.

EQ's vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success. We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. There has never been a better time to join EQ.

Role Summary

EQ Shareholder Services vision is to be a highly engaged best-in-class global team, delivering service excellence and great outcomes for our Clients and Customers.

The Senior Operational Excellence (Opex) Coach will join a support service team within EQ Shareholder Services focused on driving a culture of continuous improvement to deliver high quality customer outcomes.

This role will implement and adopt OpEx tools and techniques to identify cost savings, eliminate waste, and increase productivity & utilisation of resources.

Core Duties/Responsibilities

• OpEx Training: To promote and support the rollout and implementation of OpEx tools & techniques as a way of working & a culture of service excellence & continuous improvement.
• Coaching: Supporting Leads & Managers to implement and adopt and optimise OpEx. To provide regular feedback through coaching to aid operational change and embed positive, sustainable improvements.
• Share Best Practices: Documenting tools & processes, analytical support for data driven team-based problem solving, and best practices across the team and wider business.
• Drive Sustainable Change: Work closely with the performance data to scope, identify, and quantify performance opportunities, and deliver all aspects of the intervention. benefits are realised, goals are achieved, and change is sustained.
• Coaching to drive improvement in client and customer experience, remove failure demand and eliminate waste from our customer journeys.
• Mentoring and coaching team leaders and managers, 1:1 or in small groups, in Operational Excellence tools and techniques. Supporting delegates through to gaining Institute of Leadership accreditation.
• Developing best practices in daily huddles and visual management through regular observation and feedback.
• Supporting managers and team leaders in sustaining the discipline of Operational Excellence routines such as huddles, structured weeks, capacity planning, skills matrix, and training plans.
• Coaching managers in how to utilise time recording tools, to track productivity & utilisation, with skills to build this data into capacity planning.
• Training and coaching managers and team members how to spot waste in their processes and identify opportunities to improve quality and reduce task times and turnaround times. And build a pipeline of continuous improvement items, tracked through issues and opportunities logs.
• Coaching team leaders and managers how to prioritise and solve problems. Facilitating, and coaching others to facilitate, team-based problem-solving workshops. Ensuring action plans are followed through and improvements are tracked through to delivery.
• Supporting Lead Coaches and the Head of Operational Excellence with collateral development and reporting progress on adoption and sustaining Operational Excellence ways of working.

Skills, Capabilities and Attributes

• Continuous Improvement accreditation/qualifications such as a Lean Six Sigma Green or Black Belt
• Patient, encouraging and empathetic, yet able to challenge coachees to step out of their comfort zones to learn and adopt new ways of working. You will be coaching to develop coachee competence & adoption.
• Persistence to work through coachees concerns and to overcome challenges.
• Developing data analysis skills and competence in the use of excel to analyse large data sets and present data graphically. You will be learning how to articulate quantifiable benefits, calculating time and cost savings.
• Opportunity to build skills in presenting and running training courses, with a view to running refresher training courses, face-to-face and virtually.

What We Offer

• Save For Your Future – Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
• All Employee Long Term Incentive Plan (LTIP) – Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.
• Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.
• Employee discounts – Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
• Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
• Time Off – Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
• Winning together – Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks