Head of Operational Excellence

Brightwell

Head of Operational Excellence

3 days on site in Chesterfield

Brightwell is a comprehensive service provider to UK defined benefit (DB) pension schemes. We have deep expertise in the market as a result of our long history of managing services for one of the UK’s largest private sector defined benefit pension schemes - the BT Pension Scheme (BTPS). In April 2023, Brightwell opened its capabilities to other DB schemes and since then has been appointed fiduciary manager for the DB section of the EE Pension Scheme, administrator for the Mine workers’ Pension Scheme (MPS), and has entered into partnerships with two major DB pensions insurers - Rothesay & Pensions Insurance Corporation (PIC).

Our approach is based on partnership – collectively owning problems, sharing solutions and collaborating for the long-term.

As the Head of Operational Excellence you will lead the evolution of operational excellence across Brightwell's Member Services function, taking a holistic view of how services are delivered across the end-to-end value chain. This is not simply a process improvement role, it requires someone who can understand the interaction between people, processes, technology and member outcomes, identifying opportunities to create meaningful and sustainable change.

Reporting to the Head of Member Services Operations, this is a brand new role and a highly visible leadership position responsible for creating and embedding a culture of continuous improvement, service excellence and operational effectiveness across a complex, regulated pensions environment. Working across both front-office and back-office operations, you will assess how services are delivered, challenge existing ways of working and drive improvements that enhance efficiency, quality and member experience.

You will play a key role in shaping how emerging technologies, automation and AI can be leveraged to optimise operations, simplify processes and support future growth.

With multiple transformation and improvement initiatives underway, you will provide strategic leadership and prioritisation across a broad portfolio of change, ensuring that operational improvements deliver measurable outcomes while maintaining a strong focus on people, development and behavioural change in alignment with our organisational values.

• Defining and leading the Operational Excellence strategy and roadmap aligned to Brightwell's wider operating model and strategic priorities.
• Sponsoring and driving continuous improvement and transformation initiatives, ensuring measurable business benefits are realised.
• Embedding consistent improvement methodologies across the business, including Lean, Six Sigma, Continuous Improvement or similar frameworks.
• Leading end-to-end process reviews and member journey redesign to improve efficiency, service quality and member outcomes.
• Developing robust operational performance frameworks, ensuring data, MI and insights drive accountability and action aligned with our organisational values.
• Overseeing governance, quality and risk management associated with improvement activity and operational change.
• Building organisational capability through coaching, training and the development of continuous improvement communities and best practice standards.
• Leading a high-performing Operational Excellence team and supporting the development of future capability across the organisation.
• Partnering with Technology, Data and Change teams to identify and implement automation, digitisation and process optimisation opportunities.

We are looking for an accomplished operational excellence, Lean transformation or continuous improvement leader with a proven track record of driving measurable improvements at scale within complex financial services operational environments. You will be a strategic thinker with the ability to translate vision into practical delivery plans and sustainable business outcomes.

• Significant senior leadership experience across Operational Excellence, Continuous Improvement, Transformation or Change functions.
• A…