Senior Operational Excellence Coach

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 OpEx Coach will be an experience practitioner who is keen to make a difference and be an enabling support, dedicated to a team. Working as part of a wider global OpEx team supporting a global customer contact team within EQ Shareholder Services. The role is focused on supporting the team by equipping, enabling, and empowering a culture of continuous improvement to deliver high quality customer outcomes.

This role is based in Birmingham office and is an in-person office based role to support teams and management to 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.
• OpEx Coaching team leaders and managers how to prioritise and solve problems. Facilitating, and coaching others to facilitate, DMAIC team-based problem-solving workshops. Ensuring action plans are followed through and improvements are tracked through to delivery. To drive improvement in client and customer experience, remove failure demand and eliminate waste from our customer journeys.
• OpEx 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.
• 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 Practitioner experience delivering structure improvements using OpEx methodologies to drive time and cost savings.
• Continuous Improvement accreditation/qualifications such as a Lean Six Sigma Green or Black Belt
• Patient, encouraging and empathetic, yet able to challenge team leaders and managers to step out of their comfort zones to learn and adopt new ways of working.
• An experience professional coach. To develop management and leadership competence & adoption of Operational Excellence workforce mgmt. and CI.
• Big picture and strategic operational knowledge and insight. With resilience to support managers and leaders to overcome challenges.
• Competent and experienced in data analysis skills and the use of excel to analyse large data sets and present data graphically. Experienced in quantifiable benefits, calculating time and cost savings.
• Desirable to have presentation and training skills, 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 29 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