At a Glance
- Tasks: Lead operational excellence initiatives and drive meaningful change in member services.
- Company: Brightwell, a leading service provider for UK pension schemes.
- Benefits: Competitive salary, leadership role, and the chance to shape operational strategies.
- Other info: Join a collaborative team focused on continuous improvement and member satisfaction.
- Why this job: Make a real impact on member experiences and drive innovation in a dynamic environment.
- Qualifications: Proven leadership in operational excellence and transformation within financial services.
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.
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.
Head of Operational Excellence in Chesterfield employer: Brightwell
At Brightwells, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Security Controls Manager in Chesterfield, you will benefit from comprehensive professional development opportunities, a supportive team environment, and the chance to make a significant impact on our information security landscape. Join us to be part of a forward-thinking company that values innovation and employee well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operational Excellence in Chesterfield
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Brightwell. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Head of Operational Excellence in Chesterfield
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Brightwell.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Brightwell's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Brightwell
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Brightwell.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Brightwell will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Brightwell employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
