Operational Excellence Specialist

Operations Excellence Analyst – Growth Markets

Contract Type: 6 month Fixed Term Contract

Location: United Kingdom – Hybrid or Remote (with travel to Growth Market Locations)

Domestic & General are committed to helping customers protect the appliances they rely on every day. Our Growth Market based operations continue to deliver excellent results and to support further scalability, we now have an exciting new role for an Operations Excellence Analyst.

This is a unique 6-month FTC opportunity, working within our EU markets to support our Growth Markets Operations.

Reporting to the Director of Operations, the role will provide dedicated support to design and implement the appropriate operational governance framework, operational change framework, process documentation, audit remediation and operational resilience activities.

The role offers an opportunity to have a significant impact on the successful delivery of the Growth Markets Operations operating model. The role ensures progress on key transformation priorities and helps reduce implementation risk.

About You

We are looking for an experienced Operations specialist with strong senior stakeholder management and influencing skills, across multiple functions and geographies.

To be successful, you will need:

• The ability to work across multiple complex workstreams, including audit remediation, governance design, risk & controls, complaints oversight, business continuity and operational readiness.
• Strong analytical skills
• The ability to operate independently in a fast-changing environment
• Strong leadership skills through influence, collaboration and delivery
• A focus on continuous improvement, accountability, governance excellence and customer focused outcomes
• Strong relationship building skills, driving cross function collaboration, supporting the embedding of a robust operational culture
• An openness to traveling to our growth market locations as required

The Role

• Support implementation of Growth Markets Operations improvements.
• Own the maintenance and continuous improvement of process documentation, version control and governance documentation.
•  Drive the successful delivery of audit remediation activities and the closure of audit actions within agreed timelines.
• Establish and embed an operational change management framework for new products, customer journeys and process changes.
• Lead operational readiness activities across key stakeholder groups.
• Design and implement governance frameworks, including forums, controls, reporting and oversight and decision-making mechanisms
• Create and embed implementation of BPO oversight, complaints governance, risk management and Root Cause Analysis processes.
• Advance operational resilience initiatives, including Business Continuity Plan reviews, skills matrix development and contingency planning.
• Oversee the transition of DGIEU Operations KRI reporting into Growth Markets Operations.
• Develop strategic priorities recommendations and delivery roadmaps to support leaders.

We offer lots of great benefits! Some of which include: 

• Competitive salary and annual discretionary bonus

• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave

• Training opportunities as well as clearly defined career progression

• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more.  Cover also includes unlimited access to a 24/7 virtual GP service

• Attractive company pension scheme

• Life assurance – employer funded cover of 4x basic salary

• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:

• Salary Finance – access to savings and borrowing through payroll

• Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles

• Travel Loans – interest free loans to help spread the cost of annual travel tickets

• Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000

• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes

• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.

• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues

• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends

• Employee discounts – with a range of discounts for 100s of online and high street retailers

Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please note that we have a thorough referencing process, which includes criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.