Operational Excellence Analyst

Chetwood Bank; Wrexham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A financial services firm in Wrexham is seeking an Operational Excellence Analyst to drive continuous improvement across operations. The role involves managing change initiatives, assessing impacts, and fostering a culture of operational excellence. The ideal candidate will have a strong background in delivering change within operational environments and experience with methodologies like Agile and Lean. Competitive salary and hybrid working options are offered.

Benefits

Competitive salaries

25 days holiday PLUS your BIRTHDAY off

Pension contribution

Life Assurance

Private health insurance

Hybrid working

Free breakfast available

Qualifications

• Proven track record of delivering change within an operational environment.
• Strong attention to detail and high degree of accuracy.
• Excellent prioritisation skills and ability to manage multiple tasks.

Responsibilities

• Assess the impact of changes on operational areas.
• Identify risks and manage implementation strategies.
• Provide ongoing support to operational initiatives.
• Develop operational delivery plans and maintain documentation.
• Lead continuous improvement efforts across operational areas.

Skills

Delivering change in operational environments

Experience in Customer Service, Collections, or Fraud

Agile, Waterfall, and Lean methodologies

Using Jira Service Desk and Confluence

Change Management qualifications

Attention to detail

Prioritization skills

Problem-solving initiative

Stakeholder management

Tools

Jira Service Desk

Confluence

Job description

Operational Excellence Analyst

Department: Operations

Employment Type: Full Time

Location: Wrexham

Reporting To: Holly Williams

Description

The Operational Excellence Analyst plays a critical role in driving continuous improvement and ensuring operational initiatives and projects are executed effectively and efficiently, on time and within budget. This role focuses on the people side of change, managing transitions related to business processes, systems, technology, training, communication, and quality assurance. The Analyst will work across operational areas to drive the Continuous Improvement Framework, ensuring readiness for business-driven changes and maintaining alignment with organisational goals for operational excellence

Key Responsibilities

• Assess the impact of all changes on operational areas through comprehensive impact assessments and readiness criteria.
• Identify risks and manage implementation strategies to ensure smooth transitions and operational efficiency.
• Provide ongoing support to operational initiatives, coordinating resources, communicating updates, and following up on action points to ensure timely and successful delivery.
• Work closely with the Change Delivery team to understand upcoming changes and provide visibility on their impact to operational teams.
• Support operational areas in preparing for change by consulting with staff at all levels on the people, process, and cultural impacts. Planning, Documentation & Reporting
• Develop clear and actionable operational delivery plans, ensuring critical requirements are met and milestones are achieved.
• Maintain accurate documentation of all operational changes and produce operational change MI (Management Information) for progress tracking.
• Oversee the implementation of changes against business acceptance criteria, ensuring all processes, operational MI, user acceptance testing, training, and communication.
• Lead the continuous improvement efforts across operational areas by driving the implementation of the Continuous Improvement Framework.
• Analyse data and the outcomes of operational reviews to proactively improve customer service and enhance processes.
• Collaborate with business teams to identify opportunities for optimisation and operational efficiency.
• Foster and cultivate a continuous improvement culture within operational teams, encouraging active participation in driving change.

Skills, Knowledge & Expertise

• Proven track record of delivering change within an operational environment.
• Extensive experience working within Operations, ideally across areas such as Customer Service, Collections, or Fraud.
• Familiarity with financial products including loans, cards, savings, and mortgages (desirable but not essential).
• Experience working with a range of delivery methodologies, including Agile, Waterfall, and Lean.
• Demonstrated experience using tools such as Jira Service Desk and Confluence to support change delivery and collaboration.
• Relevant change management qualifications are desirable, such as Change Management Foundation/Practitioner or Agile Change Management
• Strong attention to detail and a high degree of accuracy.
• Excellent prioritisation skills with the ability to manage multiple tasks and meet deadlines.
• Proactive and able to use initiative to solve problems and drive progress.
• Strong stakeholder management skills, with the ability to build relationships and manage expectations effectively.

Job Benefits

• Competitive salaries
• 25 days holiday PLUS your BIRTHDAY off
• Pension contribution with Royal London
• Life Assurance
• Private medical, dental and optical health insurance with AXA
• Hybrid working – Wrexham
• Free breakfast available