We are looking for a  Business Improvement Consultant to successfully deliver improvement outcomes in support of LGIM Client & Customer Operations (Cardiff). To identify, diagnose, design and implement a variety of business improvement projects to help operational teams to become more effective and efficient in the delivery of service to customers and clients.

Deliver business improvement initiatives

Work with local management to initiate process improvements to support the attainment of customer, service and commercial targets, using structured methodologies and project governance.

Manage, deliver and embed process improvement and change projects that have an impact on LGIM Client & Customer Operations (Cardiff) and which support the business strategies - including the planning, scheduling, controlling and reporting of project activities.

Define, re-engineer and analyse LGIM Client & Customer Operations (Cardiff) services and systems, ensuring details are fully documented and recommendations for business requirements, process improvements and changes to the area are captured.

Influence and obtain agreement to proceed with improvements from the appropriate Senior Managers, in accordance with the agreed LGIM Client & Customer Operations (Cardiff) approach.

Project Manage initiatives and events to agreed objectives and budget, whilst identifying issues/risks/dependencies that will impact the project deliverables and escalate as appropriate.

Identify and implement the selected options using Systems Thinking methodology, implementing or enhancing work measurement and management tools or other business improvement techniques. 

Use robust data to identify causes of failure, challenge processes and work with the business to act upon the analysis results to continuously improve process efficiency, cost effectiveness and quality of service - to include proactive suggestions on improvements to current ways of working, products and services to support the business in realising benefits.

Maintain agreed business requirements and project management documentation in accordance with agreed methodology ensuring a consistent approach for all projects and decisions is adopted and fully documented for future reference and to encourage best practice.

Manage the results of each initiative

Identify and manage risks and issues to ensure that critical problems are escalated at the earliest opportunity and mitigating actions are implemented.

Ensure that projects are formally closed, that lessons learned are captured, follow up actions are assigned and that benefits realisation has been completed and agreed by Senior Management.

To contribute to the ongoing evaluation and adoption of best practice tools, techniques and methodologies relating to change management and process transformation.

Ensure that technical and regulatory factors are considered to ensure no additional issues or risks are introduced as part of change.

Develop a culture of continuous improvement across LGIM Client & Customer Operations (Cardiff)

Contribute to the ongoing development to embed and maintain a culture of “continuous improvement” across LGIM Client & Customer Operations (Cardiff).

Identify activities that do not add sufficient value and ensure they are stopped or alternative more cost effective solutions are found.

Coach and train continuous improvement methodology across all business areas, including upskilling other Business Improvement Consultants.

Best Practice

Ensure all principles of best practice are adopted across all processes and procedures and ensure any breaches to these are recorded, corrected and monitored to reduce any possible impact to the business.            

Contribute to the provision of business improvement consultancy services and support across LGIM Client & Customer Operations (Cardiff), delivering advice, analysis of process issues, and improved process management governance.

Treating Customers Fairly (TCF)

Analyse feedback from all sources to ensure that customers’ reasonable expectations of performance and service are met and where failings are identified, provide information to relevant areas to enable changes to be made.

Qualifications:

Systems Thinking

Lean

Project Management

Knowledge:

Excellent understanding of System Thinking methodology

Good understanding of Lean business improvement activities

Good grasp of financial services market dynamics, political, regulatory and economic issues affecting the sector – especially involving pensions products

Good understanding of DC Pensions customer, product, processes and distribution landscape and it’s commercial drivers

Good understanding of the regulatory & legislative context within which DC Pensions operates

Some understanding of project management techniques and disciplines

Experience:

Experience of developing strategies for continuous improvement across a significantly sized business

Experience of applying System Thinking methodology with evidence of demonstrable improvements delivered

Experience of Stakeholder Management across all levels

Experience in leading projects involving technical process and system elements

Experience of training other continuous improvement colleagues in System Thinking methodology

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 27 days' holiday,private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.