Operational Excellence Analyst

Division Close Brothers Central Functions - IT

Location London, United Kingdom

Salary Competitive Basic Salary + Benefits + Discretionary Bonus

The Vacancy

OVERALL SUMMARY

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don't tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

Join the Close Brothers Technology Team where you will support the Senior Operational Excellence Manager in the IT Logistics, customer experience and CSAT areas. Working as part of the Technology team, our ideal team member will have previous experience in acting as an escalation point, ensuring all best practice and process is being adhered to and maintaining standard BAU operations with excellent planning, organisational, communication and time management skills.

RESPONSIBILITIES

1. Ensure BAU service in the IT Logistics function.
2. Work closely with third-party management and suppliers.
3. Work cross functionally to support the delivery of improvements in the customer's end-to-end journey.
4. Leverage data to help identify areas for improvement in operations, technology, and customer experience.
5. Create and document operational processes.
6. Work collaboratively with key teams to drive operational process improvements that have tangible benefits for colleagues and customers.
7. Manage and prioritise own workload.
8. Provide clear weekly reporting on progress and highlight any areas for concern.
9. Utilise customer feedback (CSAT, Feedback forms, direct feedback, IT SDM Team) to identify areas for review and improvement.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:

1. A pro-active mindset, consistently seeking new ways of working through problem solving.
2. IT literate with a working knowledge of standard ITIL process.
3. Experience conducting investigation fact finds.
4. Experience collaborating with virtual teams in a matrix environment.
5. Highly analytical and customer focused.
6. Able to work within a complex organisation with remotely located teams.

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:

1. An ability to demonstrate calm decision making under pressure.
2. An ability to manage own, often demanding, workload.
3. ITIL certification.

We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at or request a call back.

ABOUT US

At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.

At Close Brothers Group, we are all connected by our mission to be the best place in the UK for wealth professionals and their clients.

We believe that everyone should think ahead, have a financial plan and invest wisely. Our clients are professionals, business owners, individuals, charities, families, and employers, who rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments.

We are a team of about 900 people based in 15 offices across the UK. Our geographic footprint means we can combine a local approach with face-to-face services to enable strong, long-term relationships with our clients.

Sustainability is fundamental to our purpose and we have a responsibility to help address the social, economic and environmental challenges facing our business, colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.

Our vision is to develop an open and inclusive company that ensures everyone is valued, respected and included, so that in years to come our business will represent a diverse and inclusive workforce from the top down.

We look to recruit individuals from all different backgrounds. If this job is of interest to you but you do not meet every criteria then we encourage you still to apply as we are open to providing training opportunities. As an early adopter of hybrid working we are open to discussing all types of flexible working options, helping you to balance your work and home life.