Workplace Solution – Process Improvement Specialist, Executive Director

This role is responsible for driving end-to-end process review and optimization across the Workplace Solutions organization. Working in close partnership with Business Management and senior stakeholders primarily across the Operations and Service Delivery teams the ED will review processes to identify inefficiencies simplify workflows strengthen controls and implement scalable ways of working to improve service delivery transparency and productivity.

Key responsibilities

• Process diagnostics & redesign:Assess current state processes across Workplace Solutions identify bottlenecks/control gaps/risks and design future-state workflows that reduce friction cycle time and manual effort.
• Cross-functional execution:Operate through the whole Workplace Solutions organisation as needed partnering with Product Operations Service Delivery Technology Risk/Controls and second line colleagues to align and deliver improvements.
• Standardization & documentation:Establish consistent procedures RACI SOPs and runbooks; ensure documentation is maintained and embedded in BAU
• Process change management: identifying and updating processes that require change as a result of Product regulatory or other changes
• Controls & governance:Strengthen process controls handoffs and approval points; ensure changes adhere to applicable risk compliance and operational resilience expectations.
• Automation enablement:Identify opportunities for digitization/automation (workflow tools straight-through processing data quality improvements) and partner with Transformation Product and Technology to deliver them.
• Performance management:Define and track KPIs (cycle time SLA attainment error rates rework throughput root causes) and produce concise management reporting.
• Leadership support:Share clear structured insights with Workplace Solutions leadership outlining practical options key considerations and recommended next steps.

Success measures

• Reduction in manual touchpoints and rework across priority processes.
• Improved cycle times and SLA performance for key Workplace Solutions services.
• Stronger governance clearer ownership and audit ready documentation.
• Sustainable adoption of new processes with measurable performance uplift.
• Increase in processes available for SOP Buddy.