Continuous Improvement Consultant

We are Hiring for a Continuous Improvement Consultant for our Redhill location. The Quality Standards Team supports Quality and Excellence in all areas of the Outsourcing GB business, driving the highest quality standards and continuous improvement.  Working within the Quality Standards Team, you will be responsible for delivering continuous improvement and operational excellence and carrying out process and root-cause analysis across a range of service delivery activities.  You will be involved in preparing and making changes to procedural documentation and member communications. 

Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

The Role

• Work collaboratively with a team of process improvement colleagues to drive continuous improvement within the Outsourcing GB business.

• Contribute to the delivery, maintenance and development of best practice processes and communications.

• Work closely with technical colleagues from the Quality Standards Team and colleagues from the wider Outsourcing GB business to render technical specifications into procedural documentation and communications.

• Work closely with the Complaints Hub, Risk team and Operational Managers to identify the root causes of service delivery failures and pursue corrective and preventative action to avoid repetition and drive process improvements.

• Produce timely and consistent communication to stakeholders on progress and impacts associated with procedural changes, including contributing to the Monthly Quality Standards ‘Drop In’.

• Actively promote and use the Excellence Framework and Quality Management System.

• Challenge procedures to identify process improvements and pass on recommendations from root-cause-analysis to the business.

• Collaboratively work with colleagues to improve operational efficiency, minimise error rates, maximise quality and reduce costs; e.g. automation, effective use of standard procedures.

• Contribute to the delivery of changes to processes and communications, acting as a point of reference on continuous improvement initiatives and Operational Excellence.

• Contribute to the delivery of continuous improvement projects from the initial request through to handover to production / the business.

The Requirements

• Experience within a customer service environment in the financial services sector, preferably within occupational pension schemes.

• Experience and knowledge of operating within a Quality Framework (ISO9001, 2008, or aligned to), with a working knowledge of continuous improvement principles would be desirable.

• Experience and knowledge of the operation of pension schemes, including the preparation of internal and external reporting.

• Highly collaborative and able to engage and communicate effectively with a wide range of stakeholders at all levels of seniority.

• Detail-oriented and able to cross-check and ensure accuracy of detailed documents in a busy and changing environment.

• Able to build strong working relationships with other members of the team.

• Able to develop your subject matter knowledge and skills across multiple areas and apply this to assess the impact of complex issues and implement solutions.

• Have a quality mindset and contribute to the creation and delivery of improvement initiatives.

• Able to guide others on best practice and support the delivery and/or understanding of complex information.

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@willistowerswatson.com.

Equal Opportunity Employer

(OGB2)