Process Improvement Lead

The Process Improvement Lead will be responsible for identifying, analysing, and delivering process improvement initiatives across NGAGE and its client operations. The role will drive operational excellence by mapping current processes, facilitating stakeholder workshops, identifying automation opportunities, and building business cases that deliver measurable ROI.Working closely with operational leaders, technology teams, and clients, the successful candidate will develop and prioritise a pipeline of transformation opportunities that improve efficiency, reduce cost, enhance quality, and support scalable growth.Key ResponsibilitiesProcess Analysis & DocumentationMap and document current ("as-is") business processes across multiple functions and client accounts.Analyse workflows, systems, data flows, and operational practices to identify inefficiencies and bottlenecks.Create process maps, operating procedures, gap analyses, and future-state ("to-be") process designs.Establish process governance standards and documentation frameworks.Stakeholder EngagementLead workshops with internal and external stakeholders to understand business challenges and requirements.Facilitate process discovery sessions and gather requirements from operational, technology, and leadership teams.Build strong relationships across the business to ensure alignment and adoption of improvement initiatives.Present findings, recommendations, and business cases to senior leadership.Continuous Improvement & AutomationIdentify opportunities to streamline processes through standardisation, simplification, automation, and AI-enabled solutions.Assess feasibility, impact, risks, and implementation requirements for improvement initiatives.Collaborate with technology, automation, and operational teams to design and implement solutions.Support pilot programmes and oversee benefits realisation following implementation.Business Case & ROI DevelopmentDevelop robust business cases for transformation initiatives.Quantify efficiency gains, cost savings, productivity improvements, risk reduction, and service enhancements.Create ROI models and track performance against agreed benefits.Provide management information and reporting on improvement outcomes.Transformation Pipeline ManagementBuild and maintain a prioritised pipeline of process improvement and automation opportunities.Evaluate initiatives using agreed business criteria, including strategic alignment, ROI, effort, risk, and operational impact.Work with leadership teams to develop transformation roadmaps and implementation plans.Monitor progress and ensure delivery of measurable business benefits.Key Skills & ExperienceProven experience as a Business Analyst, Process Improvement Lead, Operational Excellence Manager, or similar role.Strong experience in process mapping and business process re-engineering.Expertise in Lean, Six Sigma, Continuous Improvement, or Operational Excellence methodologies.Demonstrable experience identifying automation opportunities including workflow automation, RPA, and AI solutions.Strong stakeholder management and workshop facilitation skills.Experience building business cases and quantifying ROI.Excellent analytical, problem-solving, and communication skills.Advanced skills in Microsoft Visio, Power BI, Excel, and process modelling tools.Desirable QualificationsLean Six Sigma Green Belt or Black Belt.Business Analysis certification (BCS, CBAP, PMI-PBA or equivalent).Experience within recruitment, workforce solutions, outsourcing, or business services environments.Exposure to AI, automation, and digital transformation programmes.Success MeasuresNumber of improvement initiatives successfully delivered.Cost savings and productivity gains achieved.Automation opportunities identified and implemented.ROI realised from transformation initiatives.Stakeholder satisfaction and adoption rates.Reduction in process cycle times and operational inefficiencies.Personal AttributesCommercially minded with a strong focus on value creation.Highly analytical and data-driven.Collaborative and influential communicator.Comfortable challenging established ways of working.Proactive, organised, and results-focused.Passionate about continuous improvement and innovation.