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, qualified  COLLABORATIVE  coach 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 coach  IMPROVE  team leaders and managers, who have attended OpEx training. Coaching to support team leaders and managers to identify operational improvement opportunities and to ensure  COMMERICAL  benefits are realised, goals are achieved, and change is sustained.

Must be confident with data, and have a customer focused mindset,  TRUSTED  that 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 -

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 :

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 offer of employment is subject 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

Skills Required

Opex, Service Excellence, Training, remediation , Operational Excellence, Data Analysis, Analytical, Continuous Improvement