Programme Manager – Operational Excellence
Remote with travel to London as required.
Our client is a unique organisation leading the way in content moderation for social media platforms. As part of their continued development, they are seeking an Operations Programme Manager to be responsible for driving operational excellence and process improvement initiatives across their operations which include Finance, Technology, Security & Risk, and Human Resources. The role focuses on strategic alignment, operational efficiency, and fostering a culture of continuous improvement. This position will play a critical role in enhancing performance, driving collaboration and embedding best-in-class operational processes.
Role Description
Program Management:
* Act as the primary program manager, coordinating initiatives across Finance, Technology, Security & Risk, and Human Resources.
* Ensure strategic alignment of operational initiatives with the overall organizational goals.
* Develop and manage project roadmaps / timelines, ensuring all teams meet key milestones, deadlines and objectives.
* Establish governance frameworks for tracking, reporting, and communicating progress to senior leadership and key stakeholders.
* Identify and mitigate program risks, ensuring initiatives remain on track and deliver measurable impact.
Operational Excellence:
* Deliver an operational excellence framework to enhance the effectiveness and efficiency of the Operations department.
* Develop and maintain a service management capability to ensure the Operations department continues to deliver a first in class service to its stakeholders.
* Develop and maintain KPIs and metrics to measure operational performance and identify areas for improvement.
* Foster a culture of continuous improvement, empowering teams to find innovative ways to improve processes.
* Lead cross-functional initiatives to streamline processes, reduce waste, and improve service delivery.
Stakeholder & Change Management:
* Act as a bridge between key stakeholders, ensuring alignment between each team (Finance, Technology, Security & Risk, HR) and the wider institution.
* Facilitate cross-functional collaboration between teams to break down silos and improve operational cohesion.
* Support change management efforts, ensuring seamless adoption of new processes, tool and ways of working
* Provide guidance to teams involved in execution, ensuring consistent delivery that meets the needs of the business.
Risk Management:
* Support the identification and mitigation of operational risks.
* Work closely with the Risk and Compliance team to ensure operational processes are compliant with regulatory and organisational processes and requirements.
Reporting and Analysis:
* Conduct regular analysis of operational processes, identifying opportunities for improvement.
* Prepare and deliver reports and presentations to senior leadership that detail project progress, challenges, and opportunities.
Skills, Competencies, Experience
Experience:
* Proven experience in programme management and operational improvement within a shared services or operations environment.
* Experience in leading operational excellence initiatives and process improvement.
* Demonstrated success in cross-functional team management, preferably within Finance, Technology, HR, or Risk functions.
* Background in change management, stakeholder engagement and process optimisation.
* Experience with Lean, Six Sigma, or other continuous improvement methodologies.
* Degree qualified or equivalent in a related field.
* Certification in project/programme management (e.g., PMP, PRINCE2) or Lean Six Sigma (preferred).
Skills and Competencies:
* Programme Management: Strong programme management skills, with the ability to coordinate multiple teams and projects simultaneously.
* Operational Improvement: Proven ability to drive process improvements and enhance operational efficiency.
* Leadership: Strong leadership skills with the ability to influence and guide cross-functional teams.
* Analytical Thinking: Ability to analyze complex processes and identify opportunities for improvement.
* Communication: Excellent verbal and written communication skills, able to present ideas clearly to senior stakeholders.
* Stakeholder Management: Ability to build and maintain strong relationships with internal and external stakeholders.
* Problem Solving: Strong problem-solving skills with the ability to think strategically and tactically.
Personal Attributes:
* Highly organized and detail-oriented, with a structured approach to programme delivery.
* Results-driven and committed to achieving operational excellence.
* Collaborative and able to work effectively across teams.
* Proactive and self-motivated thinker, with a continuous improvement mindset capable of anticipating challenges and
* Adapting
This is a fantastic opportunity to drive real operational improvement for a truly unique organisation. For more information please contact Chris Borgars – chris.borgars@psdgroup.com.