Contract Senior Continuous Improvement Lead

We, TLT are seeking a Contract Senior Continuous Improvement Lead to join TLT in Bristol. This role will be on an initial 6-month contract and will be paid a day rate via an Umbrella Company. Hybrid office attendance in Bristol, will be required.

Due to the urgency of the role, we are looking to speak to those individuals who are immediately available or have a notice period of 2 weeks or less.

Your role

• Enhancing the efficiency and effectiveness of operations.
• This role involves both the identification of areas for improvement including challenging current ways of working, developing and implementing strategies, and fostering a culture of continuous improvement within the operation for the benefit of clients and their customers, as well as centrally owning overall responsibility and implementation of feedback and improvement from across the operation.

• Lead on identifying, assessing, and mitigating operational risks within the Secured Lender Services team.
• Support the enhancement of risk management frameworks and controls to ensure compliance with regulatory requirements.
• Conduct comprehensive risk assessments to identify potential operational risks within mortgage repossession and conveyancing processes.
• Update risk registers, ensuring all identified risks are documented and regularly reviewed.

• Establish and maintain governance structures and control frameworks to ensure operational integrity and compliance.
• Oversight for our QA and Control functions ensuring that there is a robust auditing and control function in place delivering outputs to drive strategy and delivery of services.
• Ensure compliance with all relevant regulatory requirements and internal policies.
• Develop and maintain governance frameworks, policies, and procedures to support the secured lending services operations.

• Develop incident management protocols and procedures to minimize impact and prevent recurrence.
• Ensure that operational incidents are managed effectively, ensuring timely resolution and documentation.

• Conduct thorough root cause analysis of operational incidents to identify underlying issues.
• Identify and analyse themes and trends from incident data to inform risk management strategies.
• Develop and implement corrective actions based on root cause analysis findings to prevent recurrence.

• Prepare and present regular risk reports to the secured lending services management team, risk and compliance, and other relevant stakeholders.
• Communicate risk-related issues and recommendations to key stakeholders in a clear and concise manner.

• Research best practices and benchmark processes.
• Identify opportunities for optimisation within processes and systems to enhance efficiency and effectiveness. Implement optimisation strategies and monitor their impact on overall performance.

• Responsible for change management efforts to ensure smooth implementation of improvement initiatives.
• Analysing, recommending and managing the implementation of improvement initiatives
• Develop and execute change management plans, including communication strategies, stakeholder engagement, and training programs.
• Monitor and evaluate the effectiveness of change management activities and adjust as needed.

• Ensuring all internal and external MI is prepared and submitted within required timelines, and that accurate data is provided.
• Provision of insight based on management information for teams and stakeholders regarding performance against strategies for the operations and client. Identifying trends to support decision-making and continuous improvement efforts.

• Lead our approach to Customer Outcome ensuring our clients and operational teams embed our approach, and that horizon scanning is undertaken to stay ahead of developments in the industry.

• Assist with the delivery of key strategic priorities as required.
• Develop project plans, coordinate projects, and manage project team activities.

• Provide support on training and guidance to staff on risk management, governance best practices, incident management, and DSAR processing in-conjunction with Risk and Compliance.
• Provide training across the operations, which encompasses initial onboarding and ongoing refresher training. Focusing on technical processes, systems and the embedding of any continuous improvement initiatives or regulatory changes.
• Foster a culture of risk awareness and compliance within the operations.
• Foster a culture of improvement across the operational teams, encouraging innovation and efficiency across the organisation.

• Minimum of 5 years of experience in operational risk management, preferably within the mortgage or financial services industry.
• Minimum of 5 years of experience of leading a team - evidence of ability to motivate a team through a period of change.
• Strong knowledge of regulatory requirements and industry best practices related to mortgage repossession and conveyancing.
• Experience in incident management and processing DSARs.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication and interpersonal skills, with the ability to lead, influence and collaborate with stakeholders at all levels.
• Ability to foster good internal relationships
• Proficiency in risk assessment and management tools.
• Ability to develop and implement effective governance frameworks.
• Proficiency in data analysis and process mapping tools.
• Strong project management skills, with the ability to manage multiple priorities and deadlines.
• High attention to detail and accuracy is needed.
• Ability to work independently and as part of a team and manage multiple projects simultaneously.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Strong organisational and time management skills.
• Experience in implementing use of Microsoft 365 applications to ensure delivery.

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