Senior Operational Excellence Coach

Role Summary

EQ Shareholder Services vision is to be a highly engaged best-in-class global team, delivering service excellence and great outcomes for our Clients and Customers.

Senior OpEx Coach will join a support service team within EQ Shareholder Services focused on driving a culture of continuous improvement to deliver high quality customer outcomes. To implement and adopt OpEx tools and techniques to identify cost savings, eliminate waste, and increase productivity utilisation of resources.

It is a core team that is pivotal in supporting our ambition of becoming One Global Team, focused on a well-managed controlled environment, using data insights to dynamically drive service excellence.

Requires an experienced, skilled, qualifiedCOLLABORATIVEcoach with a background in continuous improvement. Joining a cross-located Operational Excellence team. The team s purpose is to support the implementation and adoption of OpEx performance and continuous improvement tools techniques.

The role is to coachIMPROVEteam leaders and managers, who have attended OpEx training. Coaching to support team leaders and managers to identify operational improvement opportunities and to ensureCOMMERICALbenefits are realised, goals are achieved, and change is sustained.

Must be confident with data, and have a customer focused mindset,TRUSTEDthat the customers are at the heart of service delivery. Improvements are focused on activities that create value and deliver the best customer outcomes. Utilising GROW Coaching as one of many coaching models and having analytical and excel skills, to take a data driven approach to prioritisation, identifying the root cause of issues and benefits reporting, are essential.

Core Duties/Responsibilities

• OpEx Training:To promote and support the rollout and implementation of OpEx tools techniques as a way of working a culture of service excellence continuous improvement.
• Coaching:Supporting Leads Managers to implement and adopt and optimise OpEx. To provide regular feedback through coaching to aid operational change and embed positive, sustainable improvements.
• Share Best Practices:Documenting tools processes, analytical support for data driven team-based problem solving, and best practices across the team and wider business.
• Drive Sustainable Change:Work closely with the performance data to scope, identify, and quantify performance opportunities, and deliver all aspects of the intervention. benefits are realised, goals are achieved, and change is sustained.

Detail the day-to-day responsibilities and key outputs of the role starting with the most important/most frequent -

• Coaching to drive improvement in client and customer experience, remove failure demand and eliminate waste from our customer journeys.
• Mentoring and coaching team leaders and managers, 1:1 or in small groups, in Operational Excellence tools and techniques. Supporting delegates through to gaining Institute of Leadership accreditation.
• Developing best practices in daily huddles and visual management through regular observation and feedback.
• Supporting managers and team leaders in sustaining the discipline of Operational Excellence routines such as huddles, structured weeks, capacity planning, skills matrix, and training plans.
• Coaching managers in how to utilise time recording tools, to track productivity utilisation, with skills to build this data into capacity planning.
• Training and coaching managers and team members how to spot waste in their processes and identify opportunities to improve quality and reduce task times and turnaround times. And build a pipeline of continuous improvement items, tracked through issues and opportunities logs.
• Coaching team leaders and managers how to prioritise and solve problems. Facilitating, and coaching others to facilitate, team-based problem-solving workshops. Ensuring action plans are followed through and improvements are tracked through to delivery.
• Supporting Lead Coaches and the Head of Operational Excellence with collateral development and reporting progress on adoption and sustaining Operational Excellence ways of working.

Skills, Capabilities and Attributes

Detail with bullet points (not in a table) the experience, capabilities, behaviours skills/attributes (plus education or qualifications if critical to the role) that will be required to perform the role. Only list the key ones, should not be an exhaustive list

The successful candidate will demonstrate the following experience, skills, and behaviours:

• Continuous Improvement accreditation/qualifications such as a Lean Six Sigma Green or Black Belt
• Patient, encouraging and empathetic, yet able to challenge coachees to step out of their comfort zones to learn and adopt new ways of working. You will be coaching to develop coachee competence adoption.
• Persistence to work through coachees concerns and to overcome challenges.
• Developing data analysis skills and competence in the use of excel to analyse large data sets and present data graphically. You will be learning how to articulate quantifiable benefits, calculating time and cost savings.
• Opportunity to build skills in presenting and running training courses, with a view to running refresher training courses, face-to-face and virtually.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offerof employment issubject to satisfactory pre-employment screening checks.

Role:Assistant Manager

Industry Type:Financial Services

Department:Customer Success,Service & Operations

Employment Type:Full Time, Permanent

Role Category:Operations

Education

UG:Any Graduate

PG:Any Postgraduate