About the Role: 

As a Continuous Improvement Lead in our Europe Operations team, you will play a pivotal role in driving operational excellence. You will champion a culture of continuous learning, innovation, and psychological safety, while simplifying and standardizing processes to deliver streamlined, effective operations and improved service for our clients. Your work will be a key support to the Operations transformation and growth agenda. 

Key Responsibilities: 

• Leverage analytical tools to evaluate datasets, identify trends and root causes, and assess customer tenure versus complaints and goodwill versus losses.  

• Apply Lean Six Sigma, DMAIC, and BPMN methodologies; generate performance reports; and deliver internal training on continuous improvement tools.  

• Support analysis and redesign of processes, support KPI enhancements and structural reviews, and participate in operating model design and deployment.  

• Support simplification and automation initiatives, strategic objectives and contribute to central reporting and governance forums.  

• Support strategies to reduce operational losses and fraud, conduct audits, and ensure adherence to internal policies and external regulations.  

• Map customer journeys, analyze surveys and complaint data, and support survey reviews.  

• Collaborate with key stakeholders and cross functional teams on transformation initiatives.  

• Support change request processes and configuration item management.  

• Champion a culture of continuous learning, upskilling, and knowledge sharing across teams; establish continuous improvement networks; and support education campaigns.  

• Maintain systems for tracking projects, plans, and data completeness; utilize dashboards and analytics to measure initiative impact and report on realized benefits.  

• Ensure initiatives align with business strategy to deliver measurable value.  

• Support technology transformation and enablement, including automation, digital tools, and low-code/no-code solutions. 

Qualifications and Preferred skills: 

• Bachelor’s degree or equivalent.  

• Minimum 4 years of experience, including at least 2 years in continuous improvement or process optimization. Financial services operations preferred.  

• Conceptual knowledge of fundamental theories, principles, and practices, with a basic understanding of business operations.  

• Strong analytical skills, ability to interpret complex data and proficiency in data analysis tools.  

• Effective verbal and written communication, presentation, and interpersonal skills.  

• Proficiency in process mapping, modeling, controls, and workflow analysis.  

• Familiarity with Lean, Six Sigma, or other process improvement methodologies.  

• Strong influencing, change, and coaching skills.  

• Experience supporting technology transformation, automation, or digital enablement is a plus.  

• Demonstrated ability to foster a culture of continuous learning and innovation. 

Location Expectations  

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.